Implementations Manager

The Role

Working within the Customer Success team, the Implementation Manager will be responsible for driving measurable customer outcomes and ensuring successful customer use of our platform. As a trusted advisor, technical consultant and subject matter expert, you will own the end‑to‑end process of implementation and onboarding. You will work primarily with new customers and occasionally with existing customers to roll out new initiatives.

• Lead new customers through onboarding as their primary point of contact from kickoff through go‑live, driving adoption and time‑to‑value.
• Provide best practice advice, thought leadership and expertise to our clients, ensuring they’re set up for success.
• Develop expert knowledge of Knak, our integration partners and ecosystem to answer technical and strategy questions about our product and industry.
• Work closely with other Knak stakeholders such as CSMs, AEs, Support, Product and Leadership to ensure implementation success and foster effective internal communication.
• Ensure projects are always completed on time and to a high quality standard.
• Own and report on implementation KPIs, including time‑to‑value, CSAT post‑onboarding, and feature adoption at handoff.
• Use AI tools – Claude, ChatGPT & MCP connectors – to scale yourself across a larger book and accelerate customer outcomes.

• 3 years experience in Customer Success, Implementations or an equivalent role.
• Demonstrated project management experience running concurrent customer‑facing projects with budgets and milestones; PMP or similar certification is valued.
• Exceptional communication skills, both written and verbal.
• Experience running group training sessions or adult learning.
• The ability to develop meaningful relationships with clients and truly understand their needs.
• Problem‑solving skills and the ability to think outside the box.
• Excellent multi‑tasking skills and the ability to juggle multiple projects at the same time.
• Experience with SaaS products, Emails, Landing Pages, Marketing Operations & CRM is an asset.
• Familiarity with Marketo, Salesforce Pardot, Salesforce Marketing Cloud, Eloqua or other Marketing Automation tools is an asset.
• A track record of successfully managing a book of clients and delivering exceptional results.
• Experience with AI tools – Claude, ChatGPT & MCP connectors.

At Knak we have four foundational pillars:
Culture, Customers, Product and Growth. Culture is our number one pillar because we know that is at the core of building a strong company that can build amazing products and delight our customers. We do this with a laser focus on hiring the right people who are smart, positive and who want more than the typical nine‑to‑five offers.

We offer an extremely rewarding work environment recognized by Ottawa’s Best Places to Work 2025. We invest in our people through competitive salaries, equity, great benefits, paid vacation, life leave days, team lunches, off‑sites and a commitment to your career growth.

If you don’t see yourself fully reflected in every job requirement listed above, we still encourage you to reach out and apply. Research has shown that women and under‑represented groups often only apply when they feel 100% qualified. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations and life experiences to apply. Knak believes in creating an inclusive, barrier‑free working environment.

If you require any accommodation to the interview process, please contact At Knak, our recruitment process includes AI screening for keywords and minimum qualifications as well as video interviews that are transcribed with AI. Humans are still at the core of our decision making!