Manager, Implementation Architects

About the role

You will lead the technical post-sales implementation practice for Orb across our New York and San Francisco offices, owning the end-to-end journey from kickoff to go-live and ongoing optimization. You act as both a hands-on Implementation Architect and a people leader, directly resolving complex technical issues for customers while coaching your team to do the same. You will set and enforce quality standards for delivery, ensuring that billing integrations are implemented accurately and customers realize value from Orb quickly. This role requires you to partner tightly with Customer Success leadership to align priorities and build scalable processes that de-risk implementations as we grow. You will engineer targeted product enhancements, such as custom pricing models, when necessary to unblock customer launches and support their specific requirements. Your work will involve identifying cross-customer patterns and advocating to Product and Engineering for improvements that scale. You will own team documentation, reference architectures, and best practices that accelerate future implementations and reduce ramp time. Ultimately, you will drive consistent implementation methodology, from discovery through go-live, and ensure your team maintains a high bar for execution and customer outcomes.

Key facts

What you'll do

• Lead, coach, and develop a team of Implementation Architects distributed across our SF and NYC offices.
• Act as the Implementation Architect for your own set of customers, delivering hands-on technical support.
• Own team delivery outcomes to ensure implementations stay on track, customers remain unblocked, and quality is high.
• Engineer and ship product enhancements like custom pricing models to meet specific customer requirements and enable go-live.
• Drive consistent implementation methodology across the team, including kickoffs, technical discovery, API design, and go-live procedures.
• Run 1:1s, provide regular feedback, and support the growth and performance of each team member.
• Partner with Customer Success to maintain smooth handoffs and long-term account health.
• Escalate and resolve technical blockers, serving as a senior technical resource for complex or at-risk implementations.
• Identify patterns across customer engagements and advocate with Product and Engineering for improvements that solve problems at scale.
• Contribute to team documentation, reference architectures, and best practices that accelerate future implementations.
• Collaborate with Recruiting to support hiring, interviewing, and onboarding for the team as we scale.
• Some domestic travel required as part of the role.

Requirements

• 5-7 years of experience in a technical post-sales role, such as solutions engineering, implementation consulting, or technical account management.
• 3-5 years of people management experience, with a track record of supporting individual contributor growth and holding a team accountable to results.
• Technically proficient as an implementation practitioner with a strong understanding of APIs, webhooks, system integrations, and SQL.
• Comfortable debugging issues and translating technical tradeoffs for customers in clear terms.
• Proven ability to translate business requirements into technical architecture and vice versa.
• Strong communicator who is clear with your team, credible with customers, and effective cross-functionally.
• You model Orb's values by keeping customer outcomes front and center, moving with urgency, taking initiative, and caring deeply about accuracy and quality.
• You are fluent in technical conversations with engineering teams and can engage at a detailed level.
• You bring emerging emotional intelligence, understanding what each person on your team needs to do their best work.
• You are a connector who helps the team collaborate cross-functionally, escalate blockers appropriately, and keep stakeholders aligned.
• You take ownership of hiring outcomes, not just processes, ensuring the team is built to deliver.
• Some domestic travel is required for this position.

Nice to have

• Experience contributing to team documentation, reference architectures, and best practices that accelerate implementations.
• Background in recruiting or supporting hiring, interviewing, and onboarding for technical teams.

Practical notes

• The role requires some domestic travel.
• Employees in New York are expected to work from the New York Office.
• The position is full-time.