Implementations Manager
About this role
Knak is a mission-driven company
Why? Because our time is limited, our competition is fierce, and our margin for error is small. For us to have the greatest impact on the world, we need to be laser focused on our core mission, which is...
Empowering people to be creative.
That’s why Knak exists.
We are a world-class enterprise email and landing page creation platform with a focus on making successful and happy customers by providing them with an incredibly powerful, yet easy to use creation platform.
Our industry leading SaaS solution is built by Marketers, for Marketers. We know that it’s the small things that make the biggest impact and that emails and landing pages are where the rubber hits the road when it comes to Marketing Automation. We change the way Marketers work by making them more efficient, while improving conversion rate of their campaigns and helping them stay on brand.
Oh, and we have a bit of fun while doing it, too!
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 & onboarding. You will work primarily with new customers and occasionally with existing customers to roll out new initiatives.
Roles & Responsibilities
- 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 & eco system to answer technical & strategy questions about our product & 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
Skills & Experience
- 3 years experience in Customer Success, Implementations or equivalent role
- Demonstrated project management experience running concurrent customer-facing projects with budgets and milestones. PMP or similar certification would be valued.
- Exceptional communication skills both written and verbal.
- Experience with 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 an asset
- Familiarity with Marketo, Salesforce Pardot, Salesforce Marketing Cloud, Eloqua or other Marketing Automation tools an asset.
- A track record of successfully managing a book of clients and delivering exceptional results
- Experience with AI tools - Claude, ChatGPT & MCP connectors
What We Offer
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, second to none work environment as acknowledged by Ottawa’s Best Places to Work 2025! We show our investment in our people through our competitive salaries, equity in the company, great benefits, paid vacation, Life leave days (because life happens), team lunches and off-sites, and most importantly our commitment to YOUR career growth.
If this sounds like something you’re looking for, then we’d love to hear from you!
If you don’t see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that women and underrepresented 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 culture@knak.com.
At Knak, our recruitment process includes AI screening for keywords and minimum qualifications as well as video interviews which are transcribed with AI. Humans are still at the core of our decision making!
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