Customer Implementation Manager (15849B3)

Referment is working with a fast-growing technology company providing software to charities, community organisations and public sector customers.

They're looking for a Customer Implementation Manager to take ownership of new client onboarding and help customers successfully adopt the platform. This role is based in our London office 4 days a week, so being local to London or willing to relocate is essential.

This is a hands-on role combining implementation, customer success, project management and process improvement. You'll work with multiple customers simultaneously, taking them from initial kick-off through to successful launch and ongoing adoption.

The customer base is varied and often non-technical, so the ability to understand problems, explain technology simply and build strong relationships is just as important as traditional SaaS experience.

The Role

Customer Onboarding & Implementation

• Taking full end-to-end ownership of customer implementations from initial kick-off through to go-live and ongoing adoption.
• Managing multiple concurrent client projects and priorities, typically handling 6-8 engagements at any one time.
• Breaking complex implementations into clear, manageable phases.
• Setting timelines and managing customer expectations.
• Understanding how customers currently operate and helping them translate their requirements into effective use of the platform.
• Training users with varying levels of technical confidence, adapting your communication style for non-technical administrators.
• Helping customers adopt new functionality and get increasing value from the product.
• Identifying issues that genuinely affect implementation and prioritising them appropriately.
• Supporting data migrations, API integrations, and other technical aspects of onboarding.
• Visiting customers where required to understand how they work in practice.

Customer Operations & Process Improvement

• Building and standardising scalable, repeatable customer onboarding processes and documentation from scratch.
• Producing client-facing process maps, solution documentation, and roadmaps.
• Help manage customer support and resolve issues.
• Identify opportunities to automate repetitive work.
• Track customer feedback and feature requests.
• Work closely with the product and engineering teams to communicate customer priorities.
• Identify patterns across customer feedback and turn them into useful product insights.
• Help develop scalable customer success processes as the customer base expands.

What We're Looking For

You could already be working within Customer Success, Implementation, Onboarding, Professional Services, or as a CRM Consultant, but we're equally interested in people who have developed the right skills elsewhere. What matters most is your implementation methodology rather than expertise in a specific SaaS platform.

Requirements

• The ability to work on-site in our London office 4 days a week.
• Proven experience managing multiple concurrent implementations simultaneously.
• Direct experience working with charities, non-profits, or the public sector (e.g. NHS, government agencies).
• A track record of taking clients through the full end-to-end onboarding lifecycle.
• Excellent customer communication and relationship-building skills.
• Confidence working with customers who aren't particularly technical and the patience to teach new systems clearly.
• Strong problem-solving skills and the confidence to challenge a customer's proposed solution when necessary.
• A structured approach to project delivery and the ability to turn recurring work into documented processes.
• Comfort working within a fast-moving and changing environment.

Preferred Skills

• Strong technical implementation experience, particularly with data migrations, historical data conversion, and API integrations.
• Experience building onboarding documentation, guides, and scalable processes from the ground up.

This could suit a Customer Success Manager, Implementation Manager, Customer Onboarding Manager, Implementation Consultant or Project Manager, as well as someone looking to move into technology from another client-facing environment.

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