Implementation Manager

Description

You will onboard new customers onto the platform, then keep refining their setup so they use more of it and get more from it as they grow.

The role covers initial implementation and ongoing adoption work, and you will manage a mix of internal and external stakeholders.

Responsibilities

• Lead onboarding for new customers by learning their needs, configuring their accounts and running training sessions suited to each one.
• Create and manage a tailored project plan for every client so rollouts stay on schedule and meet SLAs.
• Show new customers early value by driving adoption in the first implementation phase and fitting the setup to how their business works.
• Analyse product data to find ways to improve customer setups and use cases.
• Support customers as they scale or change their needs, giving expert guidance when they adjust their setup or adopt new features.
• Act as a trusted advisor, linking the platform's capabilities to each customer's internal processes so they reach their goals.
• Help retain customers by keeping contract utilisation, adoption and satisfaction high.
• Collect customer feedback on existing features and feature requests, and pass it to the Product teams.
• Suggest process changes that improve onboarding and adoption.
• Pass qualified upsell opportunities from customer conversations to Account Executives.
• Work with cross-functional teams to stay aligned and deliver the most value to customers.

Requirements

• At least 2 years as a Customer Success Specialist or Project Manager in a high-growth SaaS environment, or a recent degree in a relevant field.
• Comfortable with technology and able to understand the software fully.
• Native or near-native English.
• Excellent verbal and written communication, with a clear track record of explaining complex ideas simply and concretely.
• Strong organisation skills and attention to detail.
• Able to learn quickly and keep pace in a fast-growing environment.
• Able to prioritise and manage several tasks across clients and colleagues at once.
• Nice-to-have: experience in the FinTech industry.

Benefits

• 30 days of paid holiday.
• A week-long exchange to London, Amsterdam, Paris, Munich, Vilnius, Berlin, Sofia, or Barcelona.
• Regular team-wide events.
• Additional medical care.
• A fully funded sports card for the gym, classes, or your sport of choice.
• A monthly travel allowance covering travel to and from the office.
• Hands-on access to the product you will help build.