Job Description

Job Title: Senior Implementation Manager
Location: Bangalore
Department: Professional Services
Reports to: Director of Professional Services
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About MoEngage
MoEngage is an intelligent customer engagement platform built for customer-obsessed marketers and product owners. We enable hyper-personalization at scale across multiple channels like mobile push, email, in-app, web push, on-site messages, and SMS. With AI-powered automation and optimization, brands can analyze audience behavior and engage consumers with personalized communication at every touchpoint across their lifecycle.
Fortune 500 brands and Enterprises across 35 countries such as Deutsche Telekom, Samsung, Ally Financial, Vodafone, and McAfee along with internet-first brands such as Flipkart, Ola, OYO, and Bigbasket use MoEngage to orchestrate their cross-channel campaigns and engage efficiently with their customers sending 50 billion messages to 500 million consumers every month!
Our vision is to build the world's most trusted customer engagement platform for the mobile-first world.
We promise to care about your customers as much as you do. And that justifies our top ratings for service and support in Gartner Magic Quadrant, Gartner Peer Insights, and G2 Summer Reports. We have also been recognized as one of the 25 Highest Rated Private Cloud Computing Companies To Work For in a list released by Battery Ventures, a global investment firm based on the employee feedback on Glassdoor where employees reported the highest levels of satisfaction at work during the first six months of the pandemic.
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Role Overview
As a Senior Implementation Manager, you will be responsible for leading complex customer onboarding projects, including strategic migrations from other platforms, and ensuring timely, high-quality go-lives. You will serve as the primary point of contact for customers during the onboarding phase, working cross-functionally with Sales, Product, Engineering, and Customer Success teams.---
Key Responsibilities

• Own and drive end-to-end implementation projects for enterprise clients, from kickoff to full go-live
• Lead migration projects from competitor platforms, ensuring smooth data, audience, and campaign transfers.
• Serve as a strategic partner to customers, helping them translate their business goals into actionable onboarding plans.
• Define and track delivery metrics like Time to First Go-Live, Full Go-Live, Customer Happiness Score and others that are required by internal KPIs
• Conduct periodic meetings, provide regular progress updates, and manage customer expectations throughout the onboarding lifecycle.
• Collaborate with Product and Engineering teams on feature enablement, integration, and technical problem-solving.
• Proactively identify risks and issues, manage resolutions to maintain project timelines and customer satisfaction.
• Mentor and support junior IMs and act as a subject matter expert in key implementation workflows.
• Contribute to the standardization of implementation processes and creation of documentation/templates.
• Gather and relay customer feedback to help improve onboarding and product experience.

• 7+ years of experience in Implementation Management, Professional Services, or Customer Success, preferably in SaaS or MarTech.
• Proven success leading complex customer onboarding projects, especially data-driven or API-heavy platforms.
• Strong stakeholder management and communication skills, with the ability to influence senior customer and internal stakeholders.
• Experience with project management tools like Rocketlane or Jira.
• Ability to juggle multiple priorities and deliver in a fast-paced, high-growth environment.
• Solid understanding of marketing automation, CRM ecosystems, and campaign orchestration.
• Data-savvy and technically inclined - able to understand API documentation, data mapping, and integration requirements.
• Familiarity with customer engagement KPIs, marketing lifecycle metrics, and onboarding benchmarks.
• Individual contribution role, but a team player who thrives on collaboration, accountability, and continuous improvement.

• Experience with customer journey orchestration tools, push/email/SMS marketing tools, or analytics platforms.
• Hands-on experience using MoEngage (either in a previous role or as a client) is a major plus.
• PMP, CSM, or other project management certifications are advantageous.

• A fast-paced, collaborative, and transparent work culture.
• Opportunity to work with global enterprise clients.
• Freedom to innovate and lead strategic initiatives.
• Competitive compensation and benefits package.
• Work with some of the best minds in the industry.