Implementation Manager

HI THERE! We’re Sweed - a product-driven tech company building an all-in-one cannabis retail platform. We’re looking for an experienced Implementation Manager to join our team and own end-to-end customer implementations in a complex, regulated environment. While we’re open to candidates across the US, we currently have a strong preference for West and Midwest-based candidates due to customer coverage and travel needs. ABOUT US At Sweed, we’re reimagining how cannabis retailers operate. Our enterprise-grade platform combines POS, eCommerce, Marketing, Analytics, and Inventory Management into a single seamless solution - eliminating the need for multiple third-party tools. We build for simplicity, efficiency, and scalability - making life easier for cannabis retailers while driving real business growth. WHY WE’RE DOING THIS We believe in the medicinal potential of cannabis. It has been shown to help with chronic pain, anxiety, depression, and many other conditions. Despite lingering stigma, we see cannabis as a powerful tool for improving lives. The industry is evolving fast, and we’re here to drive that transformation - making cannabis retail more efficient, accessible, and customer-friendly. WHERE WE ARE NOW We’ve been on the market for 7+ years, continuously growing and refining our product. Our focus is earning customer trust - which means shipping improvements, strengthening delivery processes, and navigating a complex legal landscape to keep our platform compliant and future-proof. TEAM STRUCTURE Sweed is a 200+ person company. Our development organization is globally distributed and organized into cross-functional product teams. Our Customer Success org and client-facing functions are largely US-based, working closely with Product and Engineering to ensure successful rollouts and long-term customer outcomes. ABOUT THE ROLE As an Implementation Manager, you’ll own multiple dispensary implementations end-to-end - from kickoff through go-live - for both SMB and enterprise clients migrating from existing POS platforms. You’ll be the face of Sweed throughout the implementation process. This means you should be equally comfortable presenting to VP-level or C-suite stakeholders, coordinating with operations leads, training frontline store teams, and rolling up your sleeves to troubleshoot configuration or workflow issues. You’ll operate in a genuinely complex environment: state-specific compliance requirements, tax configurations, POS workflows, integrations, data migrations, and customers who have real stakes in getting launch right. Today, implementations include a significant amount of onsite work - typically 3–4 trips per month for trainings, go-lives, and high-touch rollouts. Long-term, we’re building toward more scalable, remote delivery, and we’re excited to hire people who want to help shape what that future looks like. Success in this role means customers cross the finish line on time, with full confidence in the platform and no preventable surprises on launch day. SUCCESS IN THIS ROLE MEANS - On-time go-lives with minimal post-launch defects - Accurate, complete configurations with strong attention to detail - Confident handling of troubleshooting and technical escalations - High customer confidence from kickoff through go-live - Clear, proactive communication with stakeholders at all levels — including executives - Strong ownership, organization, and ability to work through ambiguity WHAT YOU’LL DO - Own implementations end-to-end: kickoff → configuration → data migration → training → launch readiness → go-live - Manage 5–10 concurrent implementations with strong prioritization and clean project tracking - Lead structured customer calls with executives, operations leads, and frontline teams — driving timelines, setting expectations, and preventing scope creep - Build and execute implementation plans, checklists, and milestones, while proactively improving them over time - Anticipate risks early, escalate with context, and create mitigation plans before issues impact go-live - Troubleshoot configuration, workflow, and launch-readiness issues; clearly document findings and escalate when needed - Partner cross-functionally with Support, Product, Engineering, Sales, and Account Management for smooth handoffs and issue resolution - Develop deep expertise in the Sweed platform to drive efficiency and deliver best-in-class client outcomes - Get increasingly comfortable with datasets and data migrations, including imports/exports, validation, and accuracy checks - Travel to customer locations as needed - currently 3–4 trips/month — for onsite training, go-lives, and high-touch implementations WHY THIS ROLE IS EXCITING - Own high-impact implementations. Your work directly affects store launches, operations, and customer success. - Tackle real complexity. State-specific compliance, tax configurations, POS workflows, integrations, and data migrations. - Build scalable systems. Help refine implementation playbooks, processes, and quality standards as we evolve the function. - Strengthen valuable hard skills. Deep exposure to datasets, migrations, and technical problem-solving. - Work close to the customer. You’ll see firsthand how dispensaries operate and how our product supports their day-to-day work. WHAT WE’RE LOOKING FOR REQUIRED EXPERIENCE - 3–7+ years in SaaS implementation, onboarding, professional services, or a similar customer-facing delivery role - Direct ownership of end-to-end implementations - Proven ability to communicate confidently with C-suite and senior stakeholders, not just day-to-day contacts - Strong project and time management in complex, multi-stakeholder environments - Background in troubleshooting, technical escalations, technical support, or hands-on operational problem-solving - Proven record of delivering implementations on time - Experience managing multiple concurrent projects in a fast-paced setting - Comfort working through ambiguity and solving problems without always having a perfect SOP - Comfortable traveling 3–4 times per month for onsite work STRONGLY PREFERRED Experience in regulated or high-complexity environments, such as: - Cannabis tech implementations — bonus, not required - Cannabis retail operations / dispensary management - Fintech / payments onboarding - Healthcare / EMR implementations - ERP implementations - Compliance, tax, or audit software - Retail POS systems - eCommerce or inventory management platforms - Multi-location / multi-state SaaS environments EARLY SUCCESS INDICATORS Within 90 days, you should be able to: - Independently run multiple implementations - Lead structured, confident calls with customers at all levels — including executives - Maintain clean, organized project tracking - Proactively identify risks and drive mitigations - Troubleshoot customer issues with confidence and escalate clearly when needed - Deliver go-lives without preventable dropped details - Develop deep expertise in the Sweed platform and implementation process WHAT WE OFFER - Medical, dental, vision, and other health insurance options - Paid parental leave - Paid company observed holidays - Generous paid time off Sweed is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or any other characteristic protected by law.