Sr. Program Manager, Implementation

Venn is a fast-growing technology company transforming the relationship between renters and multifamily operators. Our platform connects every aspect of apartment living — rent payments, events, services, maintenance, and community engagement — creating a lifestyle co-pilot for residents and an engagement engine for operators. We're trusted by industry leaders like Related Companies and Bozzuto and are scaling fast.About the roleVenn's Sr. Program Manager, Implementation owns the end-to-end process of getting clients live — and getting them live well. This is not a project coordination role. You will be responsible for designing the systems that make implementation scalable, organizing pre-launch delivery commitments made during the sales cycle, and managing the installation and rollout of new solutions and new units across a growing enterprise portfolio.You'll work at the intersection of Customer Success, Product, and Sales — translating client commitments into structured delivery plans, identifying where the current process breaks down, and building the infrastructure to fix it. As Venn scales, this role scales with it.What you'll doTEAM & ORG DESIGNBuild the implementation org of the next 18–24 months — designing the roles, the leveling, and the hiring plan that match Venn's growth trajectoryLead and develop the current team and grow it into a function that can absorb significantly more volumePRE-LAUNCH DELIVERY PLANNINGCapture and organize feature requests, configurations, and commitments made during the sales cycle — turning pre-sales promises into structured, sequenced delivery plansPartner with Sales and CS to conduct pre-launch scoping, identifying dependencies, integration requirements, and risks before kickoffBuild and maintain implementation project plans that give clients and internal teams clear visibility into what's done, what's pending, and who owns whatServe as the connective tissue between what was sold and what gets builtINSTALLATION & ROLLOUTManage the delivery and configuration of new Venn solutions for existing clients — including new modules, integrations, and access control systemsOwn new unit onboarding end-to-end: coordinating data collection, system configuration, resident-facing setup, and go-live across individual properties and large portfolio launchesWork directly with property management teams, on-site staff, and third-party vendors (access control, PMS, leasing systems) to execute installations on timeSYSTEMS DESIGN & SCALABILITYDesign and document implementation processes that scale — reducing reliance on tribal knowledge and enabling the team to onboard more properties without proportional headcount growthBuild intake systems and tooling that allow property-level configuration data to be collected once and reused across launchesIdentify where implementation slows down — whether that's information gathering, configuration complexity, or cross-functional handoffs — and propose and execute solutionsCreate playbooks, templates, and operational guides that enable BPO and junior team members to handle increasing shares of implementation workCROSS-FUNCTIONAL PARTNERSHIPAct as the voice of implementation in product conversations — surfacing patterns from onboarding that should inform how Venn is built and configuredPartner with Account Managers and CSMs to ensure smooth handoffs post-launch and flag risks before they become client escalationsCollaborate with the BPO team to continuously improve how support and implementation work together operationallyWhat you bring5+ years of experience in program management, technical delivery, implementation or customer onboarding in a B2B SaaS environmentExperience building or rebuilding an implementation, program management, or delivery function Demonstrated experience managing complex, multi-stakeholder implementations with multiple concurrent workstreamsStrong systems thinker — you don't just run the process, you improve it. You can identify where things break and design something betterHighly organized with excellent project management instincts — you maintain clarity even when clients, timelines, and requirements are shiftingComfortable working with technical integrations and non-technical stakeholders simultaneously — you can translate between themClear, confident communicator who can hold relationships with senior client stakeholders while also running a tight internal processTrack record of building documentation, playbooks, and scalable processes from scratchProficiency with project management and CRM tools (Monday.com, HubSpot, Asana)Nice to havesExperience in multifamily, PropTech, or real estate SaaSFamiliarity with property management systems (Yardi, OneSite, Blue Moon) or access control platforms (Salto, Brivo, ButterflyMX)Experience working with large third-party property management companies or ownership groupsCompensation & benefitsThis role is hybrid, 3 days a week in our cozy NYC office. For New York-based candidates, this position has an estimated annual base salary of $165,000 to $175,000, plus commission, benefits, and opportunities for equity. Actual compensation is based on factors unique to each candidate—including skill set, experience, and certifications. We're happy to discuss details transparently in our first conversation.