Senior Implementation Manager

This is a senior client-facing delivery role responsible for leading complex, enterprise-scale SaaS implementations from kickoff through go-live and post-launch stabilization. You will own the successful delivery of high-impact customer programs involving multiple work streams, stakeholders, and technical dependencies. The role requires a strong ability to bring structure to ambiguity, ensuring alignment across customers and internal teams while maintaining momentum and delivery discipline.

You will act as a trusted implementation lead, guiding customers through configuration, integration, training, and rollout phases. This position blends consulting, project leadership, and hands‑on execution in a fast‑paced SaaS environment. You will play a key role in ensuring customer success by translating business objectives into clear implementation plans and outcomes. It is a highly autonomous role where strong judgment, communication, and stakeholder management are essential.

• Lead end-to-end implementation of enterprise SaaS solutions, including complex and phased rollout programs.
• Own project delivery across discovery, planning, configuration, integration, testing, training, go-live, stabilization, and transition phases.
• Build and manage detailed project plans, governance structures, timelines, milestones, risks, dependencies, and decision logs.
• Facilitate workshops and working sessions with customers to define scope, requirements, success criteria, and implementation approach.
• Act as the primary implementation contact for enterprise customers, managing relationships across executive, technical, and operational stakeholders.
• Coordinate cross-functional internal teams to ensure alignment and execution against customer delivery plans.
• Guide customers through change, ambiguity, and competing priorities while maintaining clarity, structure, and momentum.
• Partner with Sales and Customer Success teams to ensure continuity from pre‑sale through post‑launch value realization.
• Manage scope discipline, identifying out-of-scope work, change requests, and delivery risks early and proactively.
• Oversee adoption readiness activities including training, enablement, and transition to long-term support teams.
• Proactively manage risks, escalations, and dependencies to protect timelines, quality, and customer outcomes.
• Contribute to continuous improvement of implementation methodologies, tools, and best practices.

• 5–7+ years of experience in SaaS implementation, professional services, consulting, or program/project management roles.
• Proven experience leading complex, enterprise customer implementations with multiple stakeholders and work streams.
• Strong project management skills, including planning, facilitation, risk management, and executive communication.
• Experience working with technical concepts such as APIs, integrations, SSO, data migration, and system configuration.
• Ability to manage ambiguity and bring structure to complex, evolving customer environments.
• Strong stakeholder management skills with the ability to engage both technical and executive audiences.
• Excellent communication skills, both written and verbal, with a focus on clarity and alignment.
• Experience in B2B SaaS environments; exposure to regulated or enterprise sectors is an asset.
• Ability to balance customer outcomes, delivery quality, and commercial constraints effectively.
• Strong organizational skills with high attention to detail and accountability for outcomes.
• Experience mentoring peers or contributing to team best practices (informal leadership).
• Bachelor’s degree in Business, IT, Engineering, or related field; PMP or similar certification is an asset.

• Competitive salary range aligned with experience ($105,000 – $130,000 CAD).
• Comprehensive health, dental, and vision benefits from day one.
• Remote‑first work environment across Canada.
• Flexible time‑off and “Cabana Days” for rest and recovery, with customer support expectations when needed.
• Annual wellness allowance and mental health/EAP support.
• RRSP/gratuity matching and employee equity options.
• Strong focus on professional development, coaching, and career growth opportunities.
• Collaborative, inclusive, and high‑performance culture with strong leadership support.
• Internet subsidy and additional employee perks supporting remote work.