About the Role

We are seeking a Senior Manager, Professional Services to lead the successful delivery of customer implementation projects for our SaaS platform. This role oversees a portfolio of enterprise-level onboarding engagements, ensuring that clients — largely financial institutions — experience a seamless, predictable, and high-quality implementation that accelerates time to value.

The ideal candidate is an experienced delivery leader who combines strong project execution, client engagement, and people leadership. This role will manage a team responsible for day-to-day implementation work while also personally overseeing select strategic or complex projects. They will partner closely with Technical Solutions, Customer Success, Product, and Engineering teams to ensure delivery excellence and long-term adoption.

Key Responsibilities

1/ Implementation & Delivery Leadership

• Lead the planning, execution, and end-to-end delivery of enterprise SaaS implementation projects, ensuring timelines, scope, and quality expectations are consistently met.
• Own a portfolio of customer implementations, providing hands-on oversight of high-profile or complex projects.
• Establish and maintain detailed project plans, risk logs, and communication cadences for all client engagements.
• Partner with Technical Solutions to ensure technical solution design and client integrations are executed effectively and on schedule.
• Ensure smooth transitions from Sales to Professional Services and Customer Success, supporting predictable and high-quality customer journeys.

2/ Client Engagement & Stakeholder Management

• Serve as the primary delivery lead for senior client stakeholders, building trusted relationships and ensuring clear communication throughout implementation.
• Manage project escalations proactively, addressing issues with a solution-oriented mindset and coordinated internal support.
• Guide clients through onboarding best practices, change management considerations, and adoption planning.
• Communicate status, progress, risks, and dependencies to executive-level stakeholders both internally and externally.

3/ Operational Excellence

• Drive the standardization of delivery methodologies, playbooks, and templates to ensure consistent, scalable, and repeatable project execution.
• Promote disciplined use of project management tools, documentation, quality control steps, and governance practices.
• Contribute to continuous improvement initiatives, identifying gaps and opportunities to optimize the implementation lifecycle.
• Ensure project forecasting, capacity planning, and resource allocation support successful delivery across all engagements.

4/ Team Leadership & Development

• Manage, coach, and develop a team of implementation managers and consultants, fostering a collaborative, accountable, and high-performance culture.
• Support team members in developing strong customer-facing, project management, and analytical skills.
• Provide guidance on navigating complex customer scenarios, ambiguous requirements, and shifting priorities.
• Model calm, structured problem-solving and promote best practices across the team.

Key Collaborations

• Technical Solutions / Solutions Architecture – coordination on scoping, integrations, data requirements, and technical dependencies.
• Customer Success – ensuring a seamless transition post-implementation and alignment on adoption planning.
• Sales – supporting pre-sale expectations setting and ensuring readiness for handoff.
• Product & Engineering – escalating platform nuances, advocating for client needs, and aligning on delivery feasibility.
• Head of Client Services – aligning on delivery strategy, resource planning, and client health.

Qualifications

• Depth of experience in professional services, implementation management, or delivery leadership in a SaaS or enterprise software environment.
• Demonstrated success leading complex, multi-workstream enterprise implementations, ideally with financial institutions or other regulated clients.
• Strong project management skills with expertise in scope definition, risk management, dependency tracking, and stakeholder communication.
• Proven experience managing and developing small to mid-sized delivery teams.
• Excellent communication and client engagement abilities, with confidence working with senior executives.
• Ability to operate in environments where not everything is documented, applying structure and rigor even in ambiguity.
• Familiarity with SaaS platforms, integrations, data workflows, and technical dependencies (not expected to be a hands-on engineer).
• Comfortable navigating shifting priorities and competing demands in a fast-moving environment.

What You’ll Bring

• A delivery-first mindset, ensuring projects land smoothly, predictably, and with strong customer satisfaction.
• A coach and leader, focused on building a strong team that can excel independently.
• A structured operator, promoting scalable processes and disciplined execution.
• A collaborative partner, working seamlessly with Technical Solutions, Customer Success, Sales, and Product/Engineering teams.
• A customer advocate, committed to clear communication, proactive problem-solving, and high-quality outcomes.