Manager, Implementation (Remote, Canada)

The Role, Manager, Implementation - this role is based for applicants located in Canada SiteDocs, a GoCanvas company, is a leading provider of digital safety management software, trusted by thousands of teams to modernize and simplify workplace health and safety across construction, engineering, infrastructure, logistics, and beyond. We’re the highest-rated EHS platform on Gartner-owned Capterra, empowering field teams and safety leaders to replace paperwork, boost compliance, and drive real-time visibility where it matters most. SiteDocs is part of the Nemetschek Group — a publicly traded European software company with a multi-billion-euro market capitalisation. The group brings together more than 15 specialised brands, including GoCanvas, Bluebeam, FirmusAI, Nevaris, AllPlan, VectorWorks, and SpaceWell, serving customers across the full AECO (Architecture, Engineering, Construction & Operations) spectrum. Together, we’re shaping a smarter, safer, and more sustainable built world. Position Overview: The Manager, Implementation leads the GoCanvas/SiteDocs Implementation team, owning team performance, development, and process. This role holds 1:1s and career development conversations for a team of 3–8, proactively monitors dashboards, KPIs, and quality metrics to identify coaching opportunities and process gaps, and partners with the Director of Implementation to build and continuously improve playbooks, methodologies, and the end-to-end customer journey. The Manager works cross-functionally with Sales, Customer Success, Support, Professional Services, and Product to remove blockers, represent the team’s needs, and surface ideas that improve time-to-value and customer outcomes. Your Most Important Initiatives: Lead, coach, and develop a team of 3–8 (Team Lead, Sr. Implementation Managers, Implementation Managers, and Implementation Specialists) through regular 1:1s, performance management, and career development planning. Proactively monitor dashboards, KPIs, and quality/CSAT metrics to identify performance trends, coaching opportunities, and process gaps across the team. Own and continuously improve implementation playbooks, methodologies, tooling, and training to increase consistency, quality, and time-to-value at scale. Manage team capacity planning, account/workload assignment strategy, hiring, and onboarding of new team members, in partnership with the Team Lead. Partner cross-functionally with Sales, Customer Success, Support, Professional Services, and Product to improve the end-to-end customer journey and resolve systemic blockers. Assist the Director of Implementation in leading team meetings, communicating strategic priorities, and cascading company and departmental goals. Track and report on team- and portfolio-level implementation metrics (time-to-go-live, adoption, CSAT, escalation trends) to the Director of Implementation. Surface ideas and recommendations to the Director of Implementation on team structure, process design, and broader customer journey strategy. What You Bring: 6–8+ years of experience in onboarding, implementation, customer success, or project management, specifically in a tech-driven environment, including at least 2 years of direct people-management experience. Deep understanding of GoCanvas/SiteDocs products, implementation methodology, and common industry use cases and workflows. Proven people-management experience, with the ability to coach, develop, and hold a team accountable to performance and quality standards. Strong project and program management skills, with experience defining and scaling repeatable delivery processes. Data-driven approach to team performance and customer outcomes; comfortable using dashboards, CRM, and analytics tools to guide decisions. Exceptional communication and stakeholder-management skills, with the ability to represent the team’s needs to senior leadership and cross-functional partners. Experience improving or scaling implementation processes, playbooks, or tooling in a high-growth SaaS environment. Strong interpersonal skills for building relationships with cross-functional partners (Sales, Professional Services, Support, Product) and peers. Adaptable and comfortable with change in a fast-paced, dynamic environment. Extra: Experience managing a team spanning multiple experience levels (individual contributor through player-coach) is a plus. Why Join Us? Join a mission-driven team focused on proactive customer success and long-term partnership. You’ll collaborate with supportive colleagues, impact business growth, and play a critical role in ensuring our customers thrive with GoCanvas & SiteDocs solutions. Our success is rooted in a wonderfully wholesome culture, best defined by our four overarching values: Authentic Relationships