Senior Implementation Lead - US SaaS - Well Paid, Good Growth, Long Hours

What You'll Own

1. Account-Level Implementation Ownership

• Own the full implementation lifecycle for assigned accounts: kickoff, milestone tracking, risk management, go-live, and structured post-go-live support
• Be the single point of accountability for customer outcomes across your accounts, not a coordinator, not an escalation path
• Manage multi-stakeholder delivery without escalating to founders on routine decisions
• Handle scope changes, pushback, and at-risk implementations calmly and decisively

2. Workflow and Solution Design

• Translate complex customer requirements into scalable Unifize configurations across multiple modules
• Lead discovery, ask the right questions before touching a configuration
• Anticipate edge cases, validate requirements, and design for scalability, not just functional delivery
• Push back on customer requests when the proposed approach will not scale, and document the decision

3. Execution Quality and Documentation

• Drive documentation hygiene and validation readiness across all assigned accounts
• Review and maintain quality standards for work produced by Junior ILs and Implementation Executives
• Produce account-level handoff summaries that CS can pick up without follow-up
• Build playbooks, templates, and checklists the team actively uses, not shelf documents

4. Customer Delivery and Stakeholder Management

• Run steering meetings, align senior stakeholders, and manage expectations without Leadership involvement
• Communicate progress, risks, and decisions clearly, surface problems early, not after deadlines have passed
• Maintain customer relationships through complexity and pressure

5. Junior Implementation Lead Mentorship

• Provide structured coaching to Junior ILs: documented goals, regular check-ins, and measurable development
• Develop Junior ILs from module-level ownership toward account-level readiness
• Review Junior IL deliverables and give actionable feedback, not just approval or rejection

6. Implementation Function Scalability

• Improve how implementations are run: identify patterns, standardise approaches, and build reusable assets
• Define and maintain implementation standards the team can execute against consistently
• Coordinate with engineering to close platform issues and defects on time

What Success Looks Like

Within 30 days:

• Has completed a structured review of 2–3 active implementations and produced a written assessment of gaps, risks, and patterns
• Has a clear mental model of the implementation team, handoff points, and escalation dependencies
• Has produced at least one written artifact showing structured thinking
• Is already shaping the approach on at least one active account
  

Within 90 days:

• Independently running at least 1 full account-level implementation with no Leadership escalations on routine decisions
• Has begun structured mentoring of at least 2 Junior ILs — with documented goals and check-ins
• Has flagged at least one delivery risk proactively before it escalated
• Has shipped at least one improved template or process the team is actively using
  

Within 12 months:

• Running 3+ account-level implementations on time with minimal Leadership involvement
• At least 2 Junior ILs executing module-level implementations with limited oversight, with at least one progressing toward account-level ownership
• CS receives clean, structured handoffs consistently across all accounts
• Is recognised by customers and internal stakeholders as the authoritative implementation owner
• Leadership touchpoints on routine implementation decisions have declined materially