Implementation Project Manager

Implementation Project Manager | B2B SaaS

Own complex customer implementations from signed contract through to successful go-live for an established, PE-backed B2B SaaS business investing in the next phase of its Professional Services organisation.

This is a customer-facing project leadership role for someone who combines strong software implementation experience with genuine ownership of timelines, scope, risk, stakeholders and delivery.

The company operates within partner ecosystem and channel technology, supporting organisations managing complex partner programmes through configurable SaaS technology.

The Professional Services team is deliberately lean and collaborative. As customer demand develops, the business is strengthening its US delivery capability and wants experienced people who can take responsibility for an implementation rather than simply coordinate individual tasks.

About the role

You will become one of the customer’s primary contacts once a deal has been signed and own the overall implementation through to successful handover into Customer Success and Support.

The role combines technical project management, customer consulting and SaaS implementation. You will not be expected to personally deliver every complex technical configuration. Solutions Consultants and other specialists will support deeper technical work, while you retain responsibility for the overall project and customer outcome.

Projects vary in size and complexity, so you should be comfortable managing several implementations simultaneously while adapting your approach to different customers, stakeholders and technical requirements.

Key responsibilities

• Own customer implementation projects from Sales handover through go-live and post-implementation transition
• Build and manage project plans, milestones, timelines and delivery expectations
• Own project scope and ensure delivery remains aligned with agreed requirements and statements of work
• Identify and manage risks, dependencies, blockers and project issues
• Manage scope creep, changing requirements and change-control discussions throughout delivery
• Coordinate customer stakeholders, internal teams and specialist technical resources
• Maintain visibility around project progress, actions, responsibilities and escalations
• Manage project budget, effort or commercial controls where applicable
• Lead customer meetings, implementation workshops and project governance discussions
• Remain close enough to the technology to support basic configuration, troubleshooting and requirements discussions

Ideal candidate profile

• Strong experience delivering customer-facing software or SaaS implementation projects
• Personally owned implementations from post-sale handover through successful delivery
• Demonstrable project management experience covering scope, timelines, milestones, risks and dependencies
• Experience handling scope changes, difficult delivery situations and competing customer priorities
• Comfortable managing multiple customer implementations concurrently
• Strong customer and stakeholder management skills, including senior or executive stakeholders
• Enough technical understanding to work confidently around configurable SaaS, integrations and data
• Comfortable carrying out basic platform configuration while partnering with technical specialists on more complex work
• Experience within PRM, CRM, Salesforce, marketing automation or similar configurable B2B SaaS would be particularly relevant
• Able to work independently within a lean Professional Services environment without relying on a heavily layered delivery structure

Location and working style

• Remote position within the United States
• North Carolina, Raleigh / Cary preferred
• Regular customer-facing video calls, workshops and implementation meetings
• Some collaboration with colleagues and customers across international time zones
• Candidates should be comfortable taking ownership and working autonomously while remaining highly collaborative

Why join

• Own the complete customer implementation rather than one narrow workstream
• Join a Professional Services organisation that is actively evolving how it delivers customer projects
• Work across varied SaaS implementations rather than one repetitive internal programme
• Partner with dedicated Solutions Consultants when deeper technical expertise is required
• Join a low-ego, hands-on environment with direct exposure to experienced leadership
• Opportunity to influence delivery practices as the team develops
• Build experience across project leadership, customer consulting and configurable SaaS
• Join a business investing in its platform, people and customer-facing capability

If you are an experienced SaaS Implementation Project Manager who enjoys taking responsibility for the whole customer journey, apply directly or reach out for a confidential conversation.