TL;DR

Trainual is looking for a Manager of Implementation, the fearless leader steering our team to guide customers from “just signed up” to “can’t live without it”. 

This person will lead a team of Implementation Specialists who are passionate about helping customers set up, customize, and start actually using Trainual (because what’s the point of brilliant software if it just sits idle?). You’ll sit proudly on our Customer Experience team—the group obsessed with making every customer feel empowered, educated, and set up for success.

So, who are you? You’re customer-focused and ready to roll up your sleeves to help your team. You’re a systems fine-tuner who thrives on making things better as they scale. You lead with heart and hustle, blending operational excellence with deep empathy for your people. You’ve been there and done that managing customer-facing teams and it shows in your confident leadership and wicked-smart business acumen. And you don’t just talk about values—you live them, weaving them into every 1:1, team huddle, and coaching moment.

If you love leading people, nerding out on great products, and can balance warmth with driving results, keep reading.

What you'll own & improve:

• Team Leadership & People Management You’ll directly lead our Implementation team - coaching, developing, and cheering them on through regular 1:1s and performance conversations. You’ll foster a collaborative, high-trust team culture where empathy and ownership shine - both internally and customer-facing.  

• Onboarding Program Execution From kickoff calls to training sessions to the handoff to Success, you’ll oversee every step of the onboarding journey. You’ll track progress, risks, and timelines, ensuring your team delivers a consistent, delightful customer experience that feels less like “software setup” and more like unlocking possibilities.

• Process Optimization & Tooling You’ll partner with CX Ops to fine-tune workflows, templates, and playbooks, making onboarding smoother and smarter at scale. By standardizing documentation and clearing bottlenecks, you’ll keep time-to-value on track—and maybe even ahead of schedule.

• Data & Performance Tracking Metrics matter, and you’ll keep a close eye on time-to-value, completion rates, customer satisfaction and upgrades. You’ll review team performance regularly, spotting coaching opportunities and partnering with CX Ops and Data to build dashboards that don’t just sit pretty—they drive decisions.

• Cross-Functional Collaboration & Handoff  You’ll ensure Sales-to-CX handoffs are seamless, Customer Success transitions are smooth, and no detail slips through the cracks. Along the way, you’ll surface customer insights, objections, and trends to Product, Marketing, and Sales so the voice of the customer guides the whole business.

How success is measured:

• New customers launch smoothly and quickly. They move through onboarding with confidence, hit activation milestones, and feel supported every step of the way.

• The team thrives under your leadership. They’re organized, proactive, and

  deliver high-quality onboarding—while you grow their skills, clear roadblocks, and raise the bar for CX.

• Onboarding workflows are streamlined and scalable. Processes are documented, repeatable, and automated so onboarding feels consistent—no matter the team size or customer volume.

• Insights inform strategy. You spot trends in delays, blockers, or feedback and turn them into action that shapes roadmap, messaging, and strategy.

About the team:

This role reports directly to our VP of Customer Experience, Adam Lovill, and will manage a team of nine Implementation Specialists. You’ll partner with Sales to ensure smooth handoffs and context on closed deals, collaborate with Customer Success to drive seamless onboarding transitions, align with CX Operations on processes, systems, and automation, and work closely with Product to provide feedback loops and setup guidance. Together, these partnerships ensure every customer has an exceptional start and ongoing experience.

Compensation:

The compensation for this role is $92,500 - $120,000 and is determined based on relevant experience to the role and our industry.