Implementation Lead

4–7+ years of experience in implementation, delivery, or customer onboarding roles Proven ability to manage complex, customer-facing delivery engagements Strong execution judgment and comfort making tradeoffs Excellent communication and stakeholder management skills Experience with SaaS tools, CRMs, or project tracking tools is a plus Experience working with technical teams and Scrum framework SaaS or technical product exposure preferred

Own onboarding and early delivery for complex, high-touch, or strategic customers Act as the primary delivery contact through initial value realization Define onboarding scope, milestones, and readiness criteria Make real-time execution tradeoffs to keep delivery on track Resolve escalations before they reach leadership Partner with Engineering, Product, and Commercial teams on delivery planning Ensure delivery dependencies, customer constraints, and third-party considerations are understood Support delivery scoping and readiness conversations with Sales Identify and surface expansion or upsell signals observed during delivery Serve as a first-line triage point for complex delivery issues and bugs Assess severity, customer impact, and execution risk Provide delivery context and customer impact to leadership Identify recurring patterns in delivery issues and surface systemic insights Own continuous improvement of onboarding documentation, delivery playbooks, and customer enablement materials Identify gaps or inefficiencies in delivery workflows and propose improvements Standardize onboarding approaches across customer segments Ensure delivery learnings are translated into guidance Contribute to building scalable onboarding systems