Implementation Project Manager (Customer onboarding, B2B SaaS)
Overview
This role is for an Implementation Project Manager responsible for owning the complete customer onboarding and implementation lifecycle for enterprise customers in a B2B SaaS environment. The position involves leading discovery sessions, creating implementation plans, configuring the platform, and ensuring successful go-live while collaborating with cross-functional teams.
What You'll Do10
- 1Own the complete customer onboarding and implementation lifecycle from post-sales handover through successful go-live.
- 2Conduct discovery sessions to understand customer business requirements, implementation objectives, and success criteria.
- 3Create implementation plans, define timelines, track milestones, and ensure timely execution of onboarding activities.
- 4Configure the platform according to customer requirements and coordinate with internal teams for customizations and integrations.
- 5Lead onboarding sessions, product demonstrations, administrator training, and end-user enablement programs.
- 6Act as the primary customer-facing implementation lead, ensuring clear communication and proactive stakeholder management.
- 7Collaborate closely with Product, Engineering, and Support teams to resolve implementation issues and manage dependencies.
- 8Identify implementation risks, escalate blockers proactively, and drive timely resolution to maintain project timelines.
- 9Build trusted relationships with senior customer stakeholders, including Directors, Vice Presidents, and C-level executives.
- 10Ensure smooth customer transition from implementation to the long-term Customer Success/Account Management team after go-live.
Requirements6
- 13+ years of experience in Customer Onboarding, Implementation, Professional Services, or Customer Success, with at least the recent 2+ years in a B2B SaaS product company.
- 2Proven experience managing end-to-end onboarding and implementation for enterprise customers.
- 3Strong experience in requirement gathering, implementation planning, stakeholder management, platform configuration, customer onboarding, user training, and driving successful go-live.
- 4Experience collaborating with cross-functional teams including Product, Engineering, and Support throughout the implementation lifecycle.
- 5Excellent communication and presentation skills with the ability to engage confidently with C-level executives, Directors, Vice Presidents, and other enterprise stakeholders.
- 6Demonstrated ability to build strong customer relationships during complex enterprise implementations.
Who Should Apply
The ideal candidate is an experienced Implementation Project Manager with a strong background in managing complex enterprise implementations in a B2B SaaS environment. They should excel at building customer relationships, leading cross-functional teams, and driving successful go-lives while ensuring high customer satisfaction.
Salary Insight
Open to Discussion
Required Skills
Application Tip
Highlight specific examples of enterprise onboarding projects you managed end-to-end, including the challenges faced, how you coordinated with internal teams, and the metrics (e.g., time-to-value, customer satisfaction) achieved.
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