[Hiring] Senior Implementation Manager @Coconut Software

Role Description

Our Senior Implementation Managers lead Coconut’s most complex and high-impact customer implementations and phased rollout programs. They own delivery across large enterprise customers and strategic expansion initiatives, guiding work from internal handoff and project kickoff through configuration, enablement, go-live, stabilization, and transition.

This role is ideal for someone who can confidently lead enterprise SaaS programs with multiple workstreams, stakeholder groups, dependencies, and risks. You know how to bring structure to ambiguity, build trust with executive and working teams alike, and translate customer goals into clear plans, decisions, and momentum. You are equal parts consultant, project leader, and operator, with the judgment to balance customer outcomes, delivery quality, and commercial discipline.

It is a senior hands-on delivery role with a high degree of autonomy, complexity, and influence. While it is not a formal people leadership role, Coconuts at a Senior level are all expected to act as a mentor, trusted partner, and escalation support within their team.

This role is for you if you are someone that:

• Builds credibility quickly and can lead customers through complex change with confidence and clarity.
• Brings calm, structure, and sound judgment to large, multi-stakeholder implementations with competing priorities.
• Can zoom out to manage enterprise program risk while staying close to the details that keep delivery on track.
• Enjoys helping others grow by sharing best practices, coaching through complex situations, and raising the bar for implementation excellence.

You’re organized, proactive, detail-oriented, and highly accountable, with a strong ability to move complex enterprise programs forward while protecting both customer outcomes and Coconut’s delivery standards.

YOU'RE FIRED UP TO:

• Lead the successful implementation of Coconut Software solutions for large enterprise customers and the delivery of complex expansion, migration, or phased rollout projects for existing customers.
• Own end-to-end project delivery across multiple workstreams, including discovery, planning, configuration, integration coordination, data readiness, testing, training, go-live planning, stabilization, and transition.
• Build and manage enterprise project plans, governance structures, communication cadences, milestones, dependencies, risks, decisions, and action plans across internal and external stakeholders.
• Facilitate complex discovery, workflow, planning, and enablement sessions with customer stakeholders to define scope, requirements, responsibilities, decisions, success criteria, and rollout sequencing.
• Act as the primary implementation lead for enterprise customers, building strong relationships across executive sponsors, project leads, operational teams, and technical stakeholders.
• Guide customers through ambiguity, change, and competing priorities by providing recommendations, driving decisions forward, and keeping teams aligned on goals, scope, timing, and next steps.
• Partner closely with Sales and Customer Success to ensure customer goals, value drivers, and success metrics remain aligned from pre-sale through post-sale, enabling the team to demonstrate business impact, ROI, and long-term customer value.
• Contribute to pre-implementation planning and scoped expansion discussions by helping shape implementation approach, assumptions, dependencies, and effort considerations that inform SOWs and delivery planning.
• Maintain strong project-level commercial discipline by managing to scope, identifying out-of-scope work, surfacing change requests, and flagging risks early.
• Proactively identify and manage program risks, cross-functional dependencies, customer escalations, and change impacts, escalating when appropriate to protect delivery timelines, customer confidence, and implementation quality.
• Support customers through adoption readiness by coordinating training, launch preparation, change management activities, and transition into ongoing Customer Success and Support motions.
• Serve as a mentor within the Implementation team by sharing best practices, and supporting escalations when needed.
• Contribute to the evolution of Coconut’s implementation methodology, templates, documentation, tooling, and service packages to improve repeatability, scalability, and customer outcomes.
• Share customer feedback and recurring implementation themes with internal teams to help improve product, process, and service delivery over time.

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.

Benefits

• Find your flow with Cabana Days. We offer flex-time and flex-days so you can recharge and be your best self.
• Ability to do your job in a supported, but flexible environment.
• Supported professional development, learning, & career opportunities.
• Regular 1:1 coaching with your leader and regular connection to a passionate executive team.
• Work in a team big enough for growth but lean enough to make a real impact.
• A full range of benefits to keep you happy & healthy.
• Competitive Salaries - we pay fairly based on experience and expertise, not your ability to negotiate!
• 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 remote - 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!