Implementation Project Manager/Customer Success Manager - Customer Onboarding - B2B SaaS

Key Responsibilities:

- Own the complete customer onboarding and implementation lifecycle for enterprise customers from post-sales handover through successful go-live.

- Conduct discovery sessions to understand customer business requirements, implementation objectives, and success criteria.

- Create implementation plans, define timelines, track milestones, and ensure timely execution of onboarding activities.

- Configure the platform according to customer requirements and coordinate with internal teams for customizations and integrations wherever required.

- Lead onboarding sessions, product demonstrations, administrator training, and end-user enablement programs.

- Act as the primary customer-facing implementation lead, ensuring clear communication and proactive stakeholder management throughout the implementation journey.

- Collaborate closely with Product, Engineering, and Support teams to resolve implementation issues, manage dependencies, and ensure successful deployments.

- Identify implementation risks, escalate blockers proactively, and drive timely resolution to maintain project timelines.

- Build trusted relationships with senior customer stakeholders, including Directors, Vice Presidents, and C-level executives.

- Track implementation progress, customer adoption, engagement metrics, and onboarding health using CRM and customer success platforms.

- Ensure smooth customer transition from implementation to the long-term Customer Success/Account Management team after successful go-live.

- Continuously identify opportunities to improve implementation processes, customer experience, and onboarding best practices.

Requirements:

- 3+ years of experience in Customer Onboarding, Implementation, Professional Services, or Customer Success, with at least the recent 2+ years in a B2B SaaS product company.

- Proven experience managing end-to-end onboarding and implementation for enterprise customers.

- Strong experience in requirement gathering, implementation planning, stakeholder management, platform configuration, customer onboarding, user training, and driving successful go-live.

- Experience collaborating with cross-functional teams including Product, Engineering, and Support throughout the implementation lifecycle.

- Excellent communication and presentation skills with the ability to engage confidently with C-level executives, Directors, Vice Presidents, and other enterprise stakeholders.

- Demonstrated ability to build strong customer relationships during complex enterprise implementations.