Enterprise Implementation Program Manager

Role Overview

The Enterprise Implementation Program Manager is a new, high-impact role within the Customer 360 organization. You will own the end-to-end implementation lifecycle for our largest and most complex customer deployments, from contract signature through first value validation. This is not a traditional project management role, it is a program management function that orchestrates across multiple internal teams (Customer Success, Technical Account Management, Support, Product, and Engineering) and across multiple customer stakeholder groups to ensure seamless, on-time delivery of enterprise implementations.

This role exists because our Enterprise and Strategic customers, often deploying across multiple business units with distinct use cases, compliance requirements, and stakeholder structures, require a dedicated program leader to coordinate the complexity that goes beyond what a CSM + TAM model can absorb. You will be the single point of accountability that both internal teams and customer executives can look to for implementation status, risk visibility, and timeline management.

What You Will Own

Pre-Sales Engagement (Select Strategic Deals)

• Participate in late-stage sales conversations for leadership-selected Strategic deals to assess implementation complexity, begin stakeholder mapping, and set realistic implementation expectations with the prospect.

• Partner with the assigned CSM and TAM to develop a preliminary implementation plan that can be shared during the sales process, reinforcing Teramind’s credibility as an enterprise-ready vendor.

• Conduct internal implementation readiness reviews to identify resource requirements, technical dependencies, and potential risks before the deal closes.

Implementation Ownership 

• Own the master implementation project plan, including phased rollout schedules, milestone definitions, dependency tracking, and RACI documentation for all workstreams.

• Run the implementation cadence: kick-off meetings, weekly status calls, internal syncs, and executive check-ins as required by account complexity.

• Serve as the primary coordination point across the internal pod (CSM, TAM, Support, and any Product/Engineering escalations), ensuring all parties are executing against the plan and that nothing falls through the cracks.

• Manage multi-stakeholder alignment on the customer side, coordinating across business units, IT/Security teams, project sponsors, and end-user groups who may have competing priorities and timelines.

• Identify, document, and escalate implementation risks proactively, maintaining a risk register with mitigation plans and clear ownership.

• Ensure the customer’s internal champion is supported and equipped to drive adoption within their organization.

Early Adoption & Handoff 

• Transition from active project management to adoption monitoring, ensuring that usage milestones defined in the success plan are being hit across deployed business units.

• Partner with the CSM to facilitate the first Customer Value Review (CVR), providing implementation context, milestone completion data, and any outstanding items.

• Execute a structured handoff to the CSM for ongoing account management, including a comprehensive transition document covering implementation decisions, open items, key contacts, and lessons learned.

Process Development & Cross-Segment Impact

• Build and maintain the enterprise implementation playbook: templates, project plan frameworks, stakeholder mapping tools, risk register templates, and communication cadence guides.

• Contribute implementation expertise to refine onboarding journeys across all segments (Mid-Market, SMB, Digital), working with segment-level CS Managers to identify process improvements that can be systematized.

• Manage select complex Mid-Market implementations when capacity allows, ensuring the methodology scales beyond the top tier.

• Serve as the organizational center of gravity for implementation best practices, running periodic retrospectives and feeding insights back into process and tooling improvements.

What You Will Not Own

• Ongoing account management or relationship ownership post-handoff (owned by the CSM).

• Technical configuration, environment setup, or advanced use case deployment (owned by the TAM and Technical Architect).

• Expansion pipeline or commercial conversations (owned by the CSM and AE).

• Support ticket resolution or technical troubleshooting (owned by the Support organization).

This role is time-boxed per engagement. You are the implementation leader, not a permanent fixture on the account. Clear entry and exit criteria define your involvement on every account.

Required Qualifications

• 5–8 years of experience in implementation management, program management, or professional services within B2B SaaS, with at least 3 years focused on enterprise-tier customers ($100K+ ACV).

• Demonstrated experience managing complex, multi-workstream implementations involving multiple customer stakeholder groups across business units or departments.

• Strong project management fundamentals (timeline management, dependency tracking, risk mitigation, RACI frameworks) without rigid adherence to formal methodologies — you know when to bend the process to protect the outcome.

• Excellent stakeholder communication skills, including the ability to run executive-level status meetings and translate technical complexity into business-relevant updates.

• Experience working in a pod or team-based model alongside CSMs, technical resources, and support teams — you understand swim lanes and know how to lead through influence rather than authority.

• Comfort operating in a high-growth environment where processes are still being built — you will be designing the playbook, not just executing an existing one.

Preferred Qualifications

• Experience in endpoint security, insider risk, DLP, workforce monitoring, or adjacent cybersecurity/compliance SaaS categories.

• Familiarity with on-premise or hybrid deployment models (not just pure cloud SaaS).

• Experience with ChurnZero, Intercom, HubSpot, or similar CS/Support tooling.

• Background in pre-sales engagement or solution scoping alongside sales teams.

• Experience building implementation or professional services functions from the ground up.

How Success Will Be Measured

Implementation Delivery

• Time to Go-Live: Enterprise implementations completed within the target 90-day window (measured from kick-off to production deployment).

• On-Time Milestone Completion: Percentage of implementation milestones delivered on or ahead of schedule.

• Implementation CSAT: Post-implementation satisfaction score from the customer’s project team and executive sponsor.

Adoption & Handoff Quality

• Time to First Value: Time from go-live to first validated use case outcome (e.g., first alert actioned, first policy enforced, first report generated).

• Handoff Completeness: CSM confidence score at handoff — does the CSM have everything needed to manage the account independently?

• 90-Day Adoption Health: ChurnScore and engagement metrics at 90 days post-go-live for accounts this role managed.

Organizational Impact

• Playbook Maturity: Completeness and adoption rate of implementation templates, frameworks, and documentation across the CS organization.

• Cross-Segment Contribution: Measurable improvements to onboarding metrics in segments where this role contributed process improvements.