Project Manager – Client Onboarding

Enterprise implementations | Mission-critical ticketing platform migrations
London (hybrid, with client site travel) | Reports to Customer Success Director | Series A SaaS | Full-time

About Expian

Expian is a SaaS ticketing platform built for demanding visitor‑economy operators: large heritage and cultural attractions, ferry operators, and large‑scale ticketed events. From timed‑entry heritage sites to multi‑vessel, multi‑route operations for carriers, through to high‑demand events, we handle ticketing complexity others cannot. Every client runs on a single, unified codebase with a clear product definition, and our pipeline of ambitious organisations is growing across all sectors.

For our clients, ticketing is not a peripheral system. It sits directly where revenue, operations, and customer experience meet. When a large organisation chooses Expian, it is replacing an incumbent platform as part of a wider digital transformation. These projects combine our core product with enhancements, customisations, and integrations into the client’s digital estate. We are hiring a Project Manager to own these onboarding projects from start to finish.

The opportunity

You will be the person a major client trusts to take them from signed contract to live operations. You will run complex, high‑stakes replacement programmes for systems their business cannot function without. Deadlines are anchored to real‑world events such as season openings, sailing schedules, or ticket on‑sale dates. Stakeholders range from ticket office staff to C‑suite executives running broader transformations.

These are not cookie‑cutter rollouts. Delivery spans discovery, solution design, build, core configuration, customisations, and integrations with payment providers, CRMs, access control, finance, and e‑commerce platforms. You will orchestrate and govern these projects by pulling in Expian’s product, engineering, support, and commercial expertise at the right moments, keeping every project strictly to scope, schedule, and budget.

What you will own

End‑to‑end project delivery

• From contract to go‑live: Own the full onboarding lifecycle: discovery, solution design, planning, configuration, integration, migration, testing, training, cutover, and hypercare.
• On‑time, on‑budget delivery: Build and maintain realistic plans with clear milestones, dependencies, and critical paths anchored to immovable dates. Track budget and margin, flagging deviations early.
• Scope and change control: Maintain a clear, documented line between core product features, agreed enhancements, customisations, and integrations. Run disciplined change control so scope evolves deliberately.
• Cutover and go‑live: Plan and execute the switch from the incumbent platform, including data migration, parallel running, rollback plans, and a smooth rollout.

Client leadership

• Single point of accountability: Act as the client’s trusted lead who knows the plan, risks, and next required decisions.
• Stakeholder management: Operate comfortably across all levels, coordinating with client‑side programme managers, IT leads, and third‑party vendors.
• Project governance: Run clear governance through steering meetings, status reporting, RAID logs, and direct escalation.
• Change readiness: Prepare the client’s teams through thorough training, process updates, and operational rehearsals before launch.

Technical orchestration

• Technical communication: Lead integration discussions credibly around REST APIs, webhooks, authentication, data flows, and environment management.
• Integration delivery: Coordinate integrations between Expian and the client’s digital estate across Expian engineers, client IT teams, and third parties.
• Requirements to solution: Translate client…