Implementation Manager

📋 Description

• Oversee the effective deployment of Coconut Software solutions for new clients as well as scoped projects for existing ones, which includes onboarding tasks, contract-specific deliverables, training, and go-live preparation.

• Develop and manage comprehensive project plans, timelines, milestones, dependencies, and communication strategies with both internal and external stakeholders.

• Conduct discovery, planning, workflow, and enablement sessions with customer stakeholders to clarify scope, decisions, responsibilities, and success criteria.

• Serve as the primary daily contact for customers throughout the implementation process, fostering trust, addressing inquiries, and ensuring customers feel supported and informed at every step.

• Collaborate closely with Sales and Customer Success teams to ensure alignment of customer objectives, value drivers, and success metrics from pre-sale to post-sale, enabling the team to showcase business impact, ROI, and long-term customer value.

• Proactively identify and manage project risks, changes, and dependencies, escalating issues when necessary to safeguard delivery timelines, customer outcomes, and implementation quality.

• Uphold strong project hygiene through accurate status updates, timely time tracking, clear documentation, and disciplined follow-through on action items and decisions.

• Maintain project-level commercial discipline by adhering to scope, pinpointing out-of-scope work, surfacing change requests, and early identification of risks to project health.

• Assist customers in their adoption readiness by organizing training, launch preparation, and transitions into ongoing support and customer success efforts.

• Contribute to enhancing implementation processes, templates, documentation, and internal best practices that boost repeatability, efficiency, and customer outcomes.

• Relay customer feedback and recurring implementation trends to internal teams to facilitate improvements in product, process, and service delivery over time.

⛳️ Requirements

• 3-5 years of relevant experience in SaaS implementation, onboarding, professional services, consulting, or project management involving external stakeholders.

• Proven success in leading multiple concurrent customer-facing projects from kickoff to launch in a fast-paced setting.

• Strong foundational skills in project management, including planning, facilitation, risk management, and executive-level communication.

• Ability to interpret implementation scope and make informed decisions that balance customer needs, delivery quality, and commercial realities.

• Experience in a B2B SaaS environment; background in financial services or enterprise software is advantageous.

• Technical proficiency with concepts such as APIs, webhooks, SSO, integrations, data migration, and system configuration.

• Strong skills in workshop facilitation, training, and stakeholder management.

• Excellent written and verbal communication abilities, with the capacity to tailor messages for both technical and non-technical audiences.

• Comfortable navigating ambiguity and contributing to the refinement of processes and tools as Coconut continues to grow.

• Bachelor’s degree in Business, Project Management, Computer Science, or a related field, or equivalent proven experience.

🏝️ Benefits

• Health & Dental Benefits, Virtual Care, & Disability top up - all starting from day 1!

• Virtual mental health and EAP platform

• WealthSimple GRSP & Matching

• Annual Wellness Benefit ($1000 per year)

• Opportunity to work remotely - anywhere in Canada!

• Employee Options - everyone shares in our success!

• Internet Subsidy on each paycheck

• Tiki Bucks Incentive Program - everyone is entitled to earn bonuses!

• A People First Company - 4.2 rating on Glassdoor

• Most Admired Corporate Cultures (2024) and ranked #22 in Best Workplaces in Canada (2025) in company size category