Senior Customer Implementation Project Manager – B2B SaaS
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Job Description
B2B SaaS Implementation Project Manager leading customer-facing projects from kick-off through go-live for enterprise clients. Ensuring successful delivery of our alumni engagement platform for global enterprises.
Responsibilities:
- Lead customers through the full implementation lifecycle — discovery, configuration, integration, testing, training, launch, and early adoption.
- Translate customer goals into platform configuration and project deliverables.
- Guide customers through best practices for engagement, communication, and long-term programme success.
- Build trusted relationships and provide ongoing project leadership post-launch.
- Lead multiple customer implementation projects simultaneously, ensuring on-time and high-quality delivery.
- Develop and maintain detailed project plans, timelines, and status reports using agile methods.
- Own customer onboarding and platform configuration based on business requirements.
- Deliver training sessions for administrators and key customer stakeholders.
- Establish strong customer relationships and maintain clear, proactive communication throughout the project lifecycle.
- Oversee technical components such as integrations, custom features, data migrations, and special projects.
- Work with product, engineering, and the programme office to coordinate technical workstreams.
- Support and coordinate User Acceptance Testing (UAT) and ensure issues are resolved prior to launch.
- Identify, track, and escalate software bugs or configuration issues in staging and production environments.
- Partner with Sales and Customer Success to ensure alignment between customer objectives and product capabilities.
- Provide support to internal teams by explaining product features, configuration options, and customer-specific setups.
- Maintain up-to-date knowledge of the platform and related systems (e.g., integrations, APIs, analytics).
Requirements:
- 3–5+ years delivering customer-facing implementation or onboarding projects in a B2B SaaS environment.
- Strong project management, time management, and prioritization skills.
- Excellent communication skills — written, verbal, and customer-facing.
- Proven ability to manage multiple stakeholders, including enterprise or high-profile clients.
- Demonstrated commitment to exceptional customer experience.
- Project management or agile certifications.
- Experience working with JIRA or similar agile tools.
- Familiarity with JSON or similar data formats.
Benefits:
- Be part of a high-performing global Customer Operations team.
- Make direct, visible impact on customer success and product adoption.
- Work in a collaborative, inclusive, and people-first culture.
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