Senior Implementation Manager
$105,000–$130,000 year
Remote · Canada or CA
Job Summary
Senior Implementation Manager responsible for leading enterprise SaaS implementations for Coconut customers, owning end-to-end delivery across multiple workstreams from discovery through go-live and stabilization, coordinating with executive sponsors and cross-functional teams, and ensuring delivery quality, risk management, and alignment with business outcomes. This role emphasizes mentorship within the Implementation team, process improvement, and collaboration with Sales and Customer Success to demonstrate value and impact.
Required Qualifications
- 5-7 years of relevant experience in SaaS implementation, professional services, consulting, onboarding, or project/program management with external stakeholders.
- Demonstrated success leading large, complex customer-facing implementations from kickoff through launch and stabilization in a fast-paced environment.
- Strong experience managing enterprise customers with multiple stakeholder groups, complex workflows, technical dependencies, and phased or multi-stream delivery.
- Exceptional project and program management fundamentals, including planning, facilitation, executive communication, risk management, and decision tracking.
- Ability to interpret implementation scope and make sound decisions that balance customer needs, delivery quality, timelines, and commercial realities.
- Experience partnering with executive stakeholders and adapting communication style to technical, operational, and leadership audiences.
- Experience working in a B2B SaaS environment; financial services, enterprise software, or highly regulated industry experience is an asset.
- Technical fluency with concepts such as APIs, webhooks, SSO, integrations, data migration, UAT, system configuration, and environment readiness.
- Strong workshop facilitation, change management, and training enablement skills.
- Excellent written and verbal communication skills, with the ability to bring clarity and momentum to complex customer situations.
- Demonstrated ability to mentor others and positively influence team performance without formal people leadership authority.
- Comfortable working in ambiguity and helping shape evolving process, tooling, and implementation strategy as Coconut continues to scale.
- Bachelor’s degree in Business, Project Management, Computer Science, or related field, or equivalent proven experience.
- PMP or similar project management certification is an asset.
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