Implementation Manager

About the Company

A fast-growing SaaS company is modernizing the way small and mid-sized businesses adopt technology. Its platform connects users with critical business systems in a way that simplifies daily workflows, drives efficiency, and improves customer outcomes. By bridging the gap between outdated manual processes and modern, automated tools, the company empowers organizations to scale faster and serve their customers more effectively.

Backed by strong funding and experiencing rapid expansion, the company is building scalable systems and processes that will define the next stage of the customer journey.

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The Role

The Implementation Manager is responsible for leading the onboarding of new customers and ensuring a seamless transition from purchase to adoption. This individual will act as the primary guide for customers during their first 30 days, providing technical setup, training, and consultation to ensure successful implementation.

This role is suited for a professional who thrives at the intersection of customer success, technical problem-solving, and project management. The Implementation Manager will collaborate with multiple teams, refine onboarding processes, and directly influence customer satisfaction and retention.

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Responsibilities

• Manage the full onboarding cycle for new customers, including platform configuration, deployment, training, and consultation.
• Serve as the primary point of contact during onboarding, establishing strong customer relationships and building a foundation for long-term success.
• Deliver a structured onboarding process while adapting to customer-specific goals and requirements.
• Partner with Sales, Product, Customer Success, and Engineering teams to ensure smooth handoffs and alignment with customer objectives.
• Track onboarding milestones, troubleshoot issues, and proactively resolve obstacles.
• Continuously assess and improve onboarding workflows to enhance adoption, efficiency, and customer experience.

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Requirements

• 3+ years of experience in implementation, onboarding, or customer success in a SaaS environment.
• Strong technical aptitude with the ability to quickly learn complex systems and communicate technical concepts to non-technical users.
• Hands-on experience guiding customers through software integrations, system configurations, or training.
• Experience supporting products that integrate with external APIs or third-party platforms.
• Prior experience in a scaling startup or high-growth SaaS company.
• Proven ability to manage multiple customer projects simultaneously.
• Excellent written and verbal communication skills with a consultative approach.
• Familiarity with CRM or project management tools such as Salesforce, HubSpot, Asana, or similar platforms.
• Ability to adapt quickly in a high-growth, fast-paced environment.