Senior Implementation Manager

## About the Role As a Senior Implementation Manager at Mercury, you will play a critical role in driving the success of the company's most valuable customers. You will lead sophisticated, high-impact implementation and education experiences, helping founders understand what matters most, accelerate time-to-value, and build the operational confidence to run their business on Mercury from day one. Your expertise will be instrumental in shaping the implementation function and influencing the company's growth strategy. The Implementation Manager role is a key component of Mercury's Revenue team, working closely with cross-functional teams to deliver exceptional customer experiences. You will be responsible for managing a rolling book of approximately 20-30 active implementations, balancing urgency, risk, and customer impact. Your ability to prioritize, communicate effectively, and drive results will be essential in this fast-paced environment. Mercury is building the financial stack for ambitious startups, combining banking, payments, credit, and financial workflows into a product that founders can trust and rely on as they grow. As a Senior Implementation Manager, you will be at the forefront of this mission, guiding customers through the onboarding process and ensuring they have the tools and expertise needed to succeed. ## What You Will Do - Own a rolling book of approximately 20-30 active implementations, balancing urgency, risk, and customer impact - Lead 1-2 focused implementation and training sessions per customer, centered on the products and workflows that matter most to their business - Guide founders and operators through Mercury banking, IO, and core financial workflows in a way that is practical, clear, and confidence-building - Make real-time prioritization decisions across customers with different needs, timelines, and levels of complexity - Monitor usage signals, customer feedback, and operational data to identify risk, opportunity, and emerging patterns - Distill what you see into clear, actionable insights for Product, Sales, and downstream teams - Ensure thoughtful documentation and clean handoffs once implementation is complete, setting customers and internal teams up for long-term success - Collaborate with cross-functional teams to drive growth, improve processes, and deliver exceptional customer experiences - Develop and maintain a deep understanding of Mercury's products and services, staying up-to-date on new features and workflows ## What We Are Looking For - 3+ years of experience leading customer-facing implementations, onboarding, or technical enablement at a SaaS or fintech company - Demonstrated track record of managing complex, high-value accounts and driving growth - Strong judgment about what matters most in high-impact moments, and the discipline to deprioritize the rest - Ability to interpret customer signals, usage data, and operational metrics to inform prioritization and surface meaningful trends - Effective communication and facilitation skills, with the ability to guide discussions toward decisions, next steps, and measurable outcomes - Ability to work effectively across Sales, Product, and downstream teams, advocating for customers while minimizing friction and noise - Ownership of outcomes and follow-through, even when work spans multiple teams or lacks a clear playbook - Thrive in fast-moving, ambiguous environments where products, processes, and priorities evolve quickly - Care deeply about delivering high-quality, consistent customer experiences at scale ## Nice to Have - Experience with financial workflows, banking, and payments - Familiarity with Mercury's products and services - Certification in a relevant field, such as project management or technical sales - Experience working in a remote environment and managing distributed teams ## Benefits and Perks - Competitive base salary and equity package - Comprehensive benefits, including health, dental, and vision insurance - Flexible PTO and remote work arrangements - Opportunities for professional growth and development - Access to cutting-edge tools and technologies - Collaborative, dynamic work environment - Recognition and reward for outstanding performance - Stock options and RSUs - 401(k) matching and retirement planning

- To stand out as an Implementation Manager, focus on showcasing your ability to drive growth, manage complexity, and deliver exceptional customer experiences.

• Be prepared to provide specific examples of times when you had to prioritize multiple projects, manage competing demands, and communicate effectively with cross-functional teams.
• Develop a deep understanding of Mercury's products and services, and be prepared to ask thoughtful questions about the company's vision, mission, and values.
• Highlight your experience working in fast-paced, ambiguous environments and your ability to adapt to changing priorities and workflows.
• Be prepared to discuss your approach to customer success, including how you measure and track progress, and how you ensure that customers are set up for long-term success.
• Show enthusiasm for the fintech industry and a willingness to learn and grow with the company.
• Be transparent about your salary expectations and benefits requirements, and be prepared to negotiate based on your research and understanding of industry standards.