SaaS Implementation Project Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead customer implementation projects from the point of sales handoff through configuration, testing, launch, and transition to Customer Success.

• Oversee a substantial portfolio of 40 or more simultaneous projects with implementation timelines ranging from 30 to 120 days.

• Keep track of milestones, dependencies, risks, decisions, owners, next steps, meeting notes, task assignments, and completion status.

• Prioritize tasks based on customer impact, milestone urgency, risk, and dependencies; identify delays and escalate proposed solutions.

• Develop repeatable project templates, customer communication schedules, and portfolio health reports.

• Act as the main point of contact for customers and lead status meetings.

• Set expectations, manage scope, and differentiate between configuration inquiries, technical hurdles, product limitations, and training requirements.

• Collaborate with Sales, Product, Engineering, Onboarding, and Customer Success teams.

• Convert customer workflows and business requirements into clear, actionable items for both technical and non-technical stakeholders.

• Utilize Claude or similar AI tools for meeting preparation, documentation, communication, risk assessment, and reporting.

• Generate reusable prompts, templates, summaries, and workflows to minimize administrative workload.

• Ensure the accuracy of AI-assisted work, safeguard confidential information, and uphold accountability for precision and customer commitments.

• Identify tasks that can be standardized, automated, or removed.

• Provide leadership with progress updates that include successes, risks, and areas needing attention.

• Monitor and communicate KPIs related to project delivery and customer satisfaction.

⛳️ Requirements

• Minimum of 3 years experience managing customer-facing SaaS implementations, onboarding programs, or similar technical projects.

• Proven success in handling a high-volume portfolio of concurrent customer projects.

• Solid understanding of implementation lifecycles: discovery, configuration, data preparation, integrations, testing, training, launch, and handoff.

• Technical proficiency and a quick learning curve for unfamiliar software.

• Capable of asking insightful questions and collaborating with product and engineering teams.

• Exceptional written communication skills, meeting facilitation, prioritization, documentation, and escalation judgment.

• Demonstrated experience using AI, automation, templates, or repeatable workflows to enhance productivity.

• Ability to work both independently and as part of a team in a fast-paced remote setting.

• Must be a U.S.-based citizen.

• Successful completion of FBI fingerprint and background checks across multiple states is required.

• Experience in supporting government, public-sector, regulated, or compliance-sensitive clients.

• Familiarity with APIs, integrations, data migration, SSO, system configuration, or technical troubleshooting.

• Experience in creating implementation playbooks, automations, dashboards, or portfolio health metrics.

• Willingness to learn GuideCX, Linear, Notion, Slack, Gmail, Claude, and Google Drive; experience with Apple/macOS and browser-based environments is advantageous.

🏝️ Benefits

• Base salary ranging from $110K to $120K.

• Opportunity for bonuses.

• Comprehensive health benefits.

• Flexible time off policy.

• Remote work options.

• Collaborative team environment.