Implementation Manager

ArcSite is the leading mobile sketching and drawing-based takeoff and estimating solution, trusted by designers, field sales teams, technicians, and inspectors. Our intuitive platform empowers users to create professional drawings on any device—without the steep learning curve of traditional CAD software—helping businesses save time, generate quotes faster, and close deals more efficiently.

We’re a remote-first team with a strong sense of community, driven by growth, collaboration, and our core values: start with the customer, constantly improve, take risks, operate with transparency, and own it. At ArcSite, every team member has the opportunity to grow their career while making an impact, shaping the future of design, and living these values in everything we do.

ArcSite is actively seeking a talented, energetic, and highly motivated professional to join our Customer Success Team. This pivotal role will focus primarily on onboarding and implementation for new SMB customers. The Implementation Manager will ensure customers are successfully set up, guided through onboarding, and quickly realizing value from ArcSite. Once clients reach a steady state, the Implementation Manager will partner with the Customer Success Support team to transition ownership for long-term assistance and day-to-day support.

This role will work closely with SMB customers, as well as Sales and Product teams, to deliver seamless implementations, proactively address challenges, and ensure strong early adoption. Success in this role requires strong project management, excellent communication, and the ability to understand customer workflows and goals at a practical, hands-on level.

Key Responsibilities

• Lead onboarding and implementation for new SMB customers, ensuring a smooth setup and successful initial experience.
• Develop strong relationships with customers, serving as their primary point of contact during onboarding.
• Understand customer workflows, goals, and success criteria to align ArcSite’s solutions with their needs.
• Create and execute onboarding plans, timelines, and milestones that help customers reach an established steady state.
• Educate customers on product capabilities and best practices to maximize adoption and ROI.
• Proactively identify potential risks or roadblocks during onboarding and act quickly to resolve them.
• Gather and relay customer feedback to Product and Engineering teams to continuously improve the onboarding experience.
• Collaborate with the CS Support team to transition customers once onboarding is complete, ensuring a smooth handoff and continuity of support.
• Document and refine onboarding processes to drive efficiency and consistency across SMB implementations.
• Support the Sales Team in scoping and deploying Proof of Concept projects when applicable for SMB prospects.

• Bachelor’s degree required
• 5–8 years of experience in customer success or implementation within SaaS, ideally supporting SMB customers.
• Proven ability to onboard, support, and grow relationships with a large volume of smaller accounts.
• Experience creating or supporting data-driven customer reviews, check-ins, or adoption touchpoints.
• Exceptional communication skills, both written and verbal, with the ability to explain product workflows to non-technical users.
• Creative thinker able to adapt to changing circumstances while maintaining a customer-first approach.
• Strong project management skills with a focus on organization, timelines, and consistent delivery.
• A growth mindset with a genuine enthusiasm for helping customers succeed.

• Fully remote

• Unlimited PTO
• Medical, dental, and vision insurance
• 401K match
• $75 monthly wellness stipend

ArcSite is an equal opportunity employer and fosters an inclusive environment. We do not discriminate based on gender, race, ethnicity, orientation, creed, or other traits. We welcome people from diverse backgrounds and perspectives to apply to our positions.