Customer Implementation Manager

Job Summary

Leading a U.S.-based team of onboarding and implementation professionals, the full-time Manager, Customer Implementation will oversee successful SaaS deployments, enhance team performance, and ensure a high-quality customer experience in a remote work environment.

Key responsibilities

• Lead and develop a team responsible for enterprise SaaS implementations, setting clear expectations and monitoring performance
• Oversee a portfolio of active implementations, managing project plans, milestones, and customer communication to ensure successful outcomes
• Collaborate with cross-functional teams to enhance methodologies and support customer escalations while adapting to new products and processes

Required qualifications

• 6+ years of experience in SaaS onboarding, implementation, or professional services, with a focus on complex, multi-product implementations
• 2+ years of experience in managing and coaching a delivery team
• Strong project management skills, including managing scope, milestones, and multiple priorities
• Experience working directly with enterprise customers and effectively communicating with stakeholders
• Ability to lead teams through changing priorities and evolving customer needs