Implementation and Onboarding Manager, NAM
Skills
About the role
About SpotDraft
SpotDraft is on a mission to help legal and business teams move faster, together. Our AI-powered contracting platform is redefining how companies manage contracts, and our story deserves to be told in creative, human, and memorable ways.
Top Outcomes:
The Implementation and Onboarding Manager (L3) will be the primary driver of customer success from contract-signed to fully live on SpotDraft. Working with our newest customers in the North America market, you will own the scoping, configuration, and implementation of SpotDraft's product suite — integrated with the client's internal tools and third-party services. Your goal is to deliver a fast, high-quality, and repeatable onboarding experience that sets customers up for long-term success.
You will conduct discovery and requirement workshops with customers, align integrations across CRM, HRMS, Procurement, and Ticketing platforms with SpotDraft's capabilities, and drive end-to-end project management in close collaboration with Engineering, Product, and Customer Success teams.
Day to Day:
Own the end-to-end implementation lifecycle for strategic and enterprise customers — from kickoff through go-live and initial steady state.
Lead requirement discovery workshops to map customer workflows (CRM, HRMS, Procurement, Ticketing, eSign) to SpotDraft's product capabilities.
Design and govern implementation project plans with clear milestones, RAID logs, and escalation paths; hold customers and internal teams accountable to timelines.
Serve as the primary point of contact for technical discussions during implementation — APIs, SSO/SAML, webhook configurations, and third-party integrations.
Identify scope creep and configuration gaps early; drive resolution in collaboration with Product, Engineering, and Solutions teams.
Mentor and guide L2 Implementation Managers on complex deals and best practices.
Build and maintain implementation playbooks, integration templates, and knowledge base articles to scale the team's delivery capability.
Collaborate closely with Account Executives and Customer Success Managers to ensure a seamless pre-sales-to-post-sales handoff and a high-quality first 90 days for customers.
Track and report on implementation KPIs (time-to-live, CSAT, adoption rates) and proactively flag risks to leadership.
Contribute to product feedback loops — synthesize recurring customer pain points and advocate for roadmap improvements with the Product team.
Requirements:
5–7 years of hands-on SaaS implementation or technical onboarding experience at a B2B product company.
Proven track record of independently managing complex, multi-stakeholder enterprise implementations from scoping to go-live.
Strong technical aptitude — comfortable with REST APIs, SSO/SAML, Webhooks, and integrating enterprise SaaS tools.
Experience with CRM (Salesforce/HubSpot), HRMS (Workday/BambooHR), Procurement, or Ticketing platforms (Jira/ServiceNow) in an implementation context.
Excellent project management skills — able to run multiple concurrent implementations with discipline and clarity.
Outstanding written and verbal communication skills; confident in executive-level customer conversations.
Strong analytical mindset — able to translate data and metrics into implementation insights and corrective actions.
Experience building or improving internal delivery processes, playbooks, or onboarding frameworks.
Comfortable operating in a fast-paced, high-growth SaaS environment where processes are still being built.
Why SpotDraft?
Brilliant teammates—Work with some of the sharpest minds in legal tech. your network—Interact with top founders, investors, and industry leaders.
Real impact—Take ownership of projects and see your work in action.
Big goals, bold moves—We trust you to deliver, innovate, and push boundaries.
Our Core Values
Our business is to delight Customers
Be Transparent. Be Direct
Be Audacious
Outcomes over everything else
Elevate each other
Be Passionate. Take Ownership.
Be 1% better every day
All candidates’ personal data shared during the recruitment process will be handled with utmost confidentiality and used solely for hiring purposes, in line with applicable data protection regulations.
SpotDraft is an equal-opportunity employer. Candidates will not be discriminated against based on race, ethnicity, color, religion, caste, sex, gender identity, sexual orientation, national origin, veteran, or disability status
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