SaaS Implementation & Client Success Lead
New
USFull-TimeLead
Salary$172,466.40 to $258,699.60 USD
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Job Details
- Experience
- 7+ years
- Required Skills
- Project ManagementRisk ManagementStakeholder management
Requirements
- 7+ years of professional experience, including significant experience delivering SaaS implementations on enterprise platforms.
- Proven track record managing implementations within regulated industries such as healthcare, life sciences, pharmaceuticals, or similarly complex enterprise environments.
- Experience delivering solutions while products are still evolving, with the ability to manage adoption challenges, changing requirements, and implementation risks.
- Strong project and delivery management capabilities, including experience maintaining delivery plans, risk logs, dependencies, and decision frameworks.
- Demonstrated ability to manage multiple concurrent implementations with different customers and deployment approaches.
- Strong stakeholder management skills, with experience working directly with senior customer sponsors and cross-functional teams.
- Ability to communicate technical concepts, product constraints, and delivery risks clearly to both technical and non-technical audiences.
- Technical literacy sufficient to collaborate with engineering teams, understand integrations, data models, configurations, and AI-enabled product capabilities.
- Experience using AI tools within delivery workflows, project planning, and operational processes.
- Comfortable working independently, creating structure in ambiguous environments, and improving processes while delivering live projects.
- Bachelor’s degree or equivalent professional experience.
Responsibilities
- Lead end-to-end SaaS implementations across a portfolio of enterprise customers, ensuring projects are delivered on time and aligned with customer goals.
- Own implementation plans, milestones, dependencies, achievements, and risk tracking processes while proactively managing delivery challenges.
- Act as the primary customer contact for delivery updates, risks, timelines, and resolution of critical issues.
- Coordinate closely with solution engineers, product teams, software engineers, and testing teams to ensure successful deployment.
- Adapt implementation approaches across different deployment models, including guided, forward-deployed, and self-service environments.
- Identify product limitations, technical dependencies, and release risks while communicating impacts clearly to both technical and business stakeholders.
- Support successful go-live transitions by managing hypercare activities, capturing lessons learned, and ensuring smooth handover processes.
- Contribute to improving implementation frameworks, documentation, and operational playbooks as the delivery organization scales.
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