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

About this role

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
Requirements
Who You Are
You are the best implementation person on your current team. You have personally designed and delivered complex B2B SaaS implementations from end to end — not just modules, not just coordination — whole accounts. You can run a steering meeting with a VP and configure a workflow in the same afternoon. You develop the people around you because you know that's how the function scales.
You are:
A hands-on operator who owns outcomes, not just status updates
Someone who designs before configuring — you ask the right questions first
Comfortable managing scope creep and pushing back on customers when it matters
Calm under pressure — you surface risks before they become crises
A structured developer of people — you know how to coach, not just direct
Clear and confident in writing — your documentation is a team asset, not a box-ticking exercise
Comfortable with US-based enterprise customers and late-hour working patterns (India timezone, US customer hours)

Requirements
Must-have:
4+ years in B2B SaaS implementation or solutions, ideally with enterprise or mid-market accounts
Has independently owned and delivered complex B2B SaaS implementations end-to-end at the account level — not just individual modules
Experience implementing software of comparable complexity — ideally in manufacturing, quality management, or similar process-heavy or regulated environments (either industry-specific or software-specific experience required)
Can design workflows, manage multi-stakeholder delivery, and handle escalations without senior hand-holding
Comfortable using low-code / no-code tools
Produces clean written output — account summaries, handoff documentation, and implementation plans
Comfortable with US-based enterprise customers and late-hour working patterns

Good to have:
Experience mentoring or formally coaching junior implementation team members
Has built and shipped reusable playbooks, templates, or checklists that a team actually adopted
Exposure to regulated industries: manufacturing, life sciences, QMS, aerospace, automotive
Experience running structured post-go-live or hypercare programmes
Has pushed back on founders, senior stakeholders, or customers with evidence and maintained the relationship

Hard no's:
Coordination-only profiles who lack technical depth in workflow design
Candidates who delegate without personally owning delivery outcomes
Pure domain specialists without delivery management capability
Candidates…