[Hiring] Implementation Lead @Case IQ

Role Description

We’re looking for an Implementation Lead to perform a pivotal role in driving a customer and value proposition centric approach to implementing and configuring our investigative case management SaaS offerings.

In this role, you will be the main point of contact for our customers during the implementation process and you will oversee:

• Project management
• Product configuration
• Integration and migration requirements gathering/documentation
• User training
• Post-launch adoption tasks for some of our largest customers

You will become a product and investigative process expert and leverage that knowledge to plan and execute high quality customer onboardings to ensure successful delivery of value to our customers.

What You'll Do

• Own the full implementation lifecycle from contract signing through go-live and early adoption for new and existing customers
• Lead multiple concurrent implementation projects, maintaining clear timelines, milestones, and documentation
• Gather and translate customer requirements into scalable configuration, integration, and migration solutions
• Configure and support integrations (APIs, webhooks, batch data transfers) and oversee data migration processes
• Develop deep expertise in our product and investigative workflows to guide customers toward best practices
• Deliver engaging user training and enablement to drive successful adoption and long-term value
• Act as a trusted advisor to customers, proactively identifying risks, challenges, and opportunities
• Collaborate cross-functionally with Product, Engineering, and Support to resolve issues and improve delivery
• Provide structured feedback on product gaps, contribute to requirements, and support testing of new features
• Analyze implementation performance and customer outcomes, surfacing insights and improvement opportunities
• Continuously refine implementation processes to increase efficiency, scalability, and customer impact
• Maintain and promote high standards of security, confidentiality, and compliance while handling company systems, customer information, and internal processes.

What Success Looks Like

• 45 days: Complete onboarding, role-specific training, and required security/compliance expectations. Build context on Case IQ's products, customers, systems, team processes, and role priorities.
• 60 days: Shadow or support active customer implementations, learn delivery tools/templates, and begin owning defined workstreams with support.
• 90 days: Manage implementation tasks or projects with increasing independence, clear customer communication, and accurate documentation.
• 6 months: Contribute to predictable delivery, cleaner handoffs, reduced rework, and improved customer readiness for launch or adoption.
• 1 year: Serve as a trusted implementation partner who helps customers achieve successful launches and supports continuous improvement of delivery practices.

Qualifications

• 2-3 years experience in implementation, project delivery, business analysis, customer onboarding, training, or a related customer-facing role.
• Strong organizational, communication, and stakeholder management skills.
• Ability to translate requirements into clear plans, workflows, documentation, or customer enablement materials.
• Comfort managing timelines, risks, competing priorities, and customer expectations.
• Solid understanding of data migrations and integration models (APIs, webhooks, batch processing).
• Excellent communication skills, both written and verbal, with strong stakeholder management abilities.
• Highly organized with strong attention to detail and follow-through.
• Collaborative team player who can also operate independently.
• Growth-oriented mindset with a commitment to continuous learning and improvement.
• Experience in a B2B SaaS, technology, professional services, GRC, compliance, HR, legal, investigations, or risk-related environment (an asset!).

Benefits

• Work remotely within a flexible work environment (our team spans 7 countries!)
• Competitive company-paid benefits plan starting day 1!
• Generous professional development budget
• RRSP/401k matching program
• Half-day Fridays in the summer