At a Glance
- Tasks: Lead onboarding for enterprise customers and ensure smooth project delivery.
- Company: Join Rocketlane, a fast-growing SaaS company revolutionising customer onboarding.
- Benefits: Enjoy flexible hours, comprehensive health coverage, and a generous 401(k) match.
- Other info: Celebrate wins and grow your career in a dynamic, supportive culture.
- Why this job: Make a real impact in an AI-first environment with a passionate team.
- Qualifications: 5+ years in SaaS implementations and strong technical skills required.
The predicted salary is between 60000 - 80000 £ per year.
Rocketlane is a fast-growing, innovative SaaS company making waves in customer onboarding and professional services automation. Our mission? To empower B2B companies with a smooth, consistent, and efficient way to onboard customers and manage client projects—reducing chaos and boosting customer satisfaction across industries. We’re a close-knit team of over 240+ passionate professionals, all focused on building a product that teams love to use.
What will you do? (Role Overview) As an AI-Implementation Manager at Rocketlane, you will lead end-to-end onboarding for our largest customers in the US. You’ll run discovery, solution design, configuration, integrations, and go-lives with a strong consultative voice. You’ll guide customers toward best practices, manage escalations when needed, and ensure they get value—fast. This is a high-ownership role designed for our future AI-first Professional Services org, where problem-solving, adaptability, and technical depth are essential.
What You’ll Be Responsible For:
- Own the full onboarding lifecycle for enterprise customers—from kick-off to go-live.
- Lead requirement-gathering sessions and translate business workflows into Rocketlane configurations.
- Design and guide customers on best-practice implementations, even when that means pushing back or course-correcting.
- Work with customer teams (IT, HR, Finance, PMO, Ops) to design integrations with systems like HRMS, CRM, NetSuite, and fintech platforms.
- Collaborate with internal teams (Product, Engineering, Solutions) to unblock complex implementations.
- Manage risks, escalations, and tough conversations with clarity and calm.
- Adopt and shape AI-driven workflows to automate routine tasks and improve customer value delivery.
- Serve as the customer’s trusted advisor on onboarding processes, data flows, and integration patterns.
Must-Have Skills:
- Technical & Integration Skills: Hands-on experience with REST APIs, Webhooks (reading API docs, testing endpoints, and understanding auth flows). Experience building or supporting custom integrations between SaaS platforms and third-party systems. Strong understanding of SaaS concepts: data models, webhooks, API limits, auth, and typical enterprise integration patterns. Comfortable working with tools like Postman, Workato, Boomi, Zapier, Make, or other iPaaS solutions.
- Implementation Expertise: 5+ years in a customer-facing role at a SaaS company (Implementations / Onboarding / Technical Consulting). Proven ability to run enterprise onboarding projects end-to-end with minimal supervision. Skilled in conducting discovery, documenting workflows, and translating requirements into system configurations. Strong curiosity and a builder mindset—someone who experiments, prototypes, and learns independently. Comfortable using modern AI-assisted development or scripting tools (e.g., Cursor, Replit, Lovable or similar) to automate tasks, validate data, test APIs, or streamline workflows. Driven to “own your destiny” by building small scripts, utilities, or workflows that make onboarding faster, cleaner, and more scalable.
- Consultative & Communication Skills: Ability to be assertive—advise customers on the best approach rather than simply taking requirements. Experience navigating escalations and difficult conversations with professionalism. Excellent written and verbal communication; ability to simplify technical concepts.
- Problem-Solving & Ownership: Strong analytical skills with a bias for action—thrives in ambiguity. High ownership mentality: independently unblocks, drives outcomes, and keeps projects moving.
Good-to-Have Skills:
- Experience implementing or supporting systems like Salesforce, Workday/BambooHR, NetSuite, ERP/CRM/Finance tools.
- Background in Professional Services, Customer Success, or PSA tools (Rocketlane, Asana, Wrike, Jira, ClickUp, Salesforce PSA).
- Understanding of SSO/SAML, enterprise IT processes, or data migration.
- Familiarity with SQL for basic data validation.
- Project Management certifications (PMP, CSM) or equivalent mindset.
- Experience in high-growth SaaS environments.
You should apply if you:
- Are technically curious and enjoy solving integration and workflow problems.
- Thrive in customer conversations—even the tough ones.
- Want to help shape the future of an AI-first Professional Services org.
- Are energized by autonomy, impact, and building something that scales.
At Rocketlane, we’re all about building a great product and a great place to work. Here’s why you’ll actually look forward to Mondays:
- Impact and ownership: You won’t just be another cog in the machine; here, you’re more like a turbocharged engine part. Bring your ideas, make them happen.
- Work with the best: We’re a team of passionate, quirky, and ridiculously talented people. Come for the work, stay for the memes.
- Celebrate wins: Whether we’re hitting major milestones or celebrating new funding, we like to mix it up. From rap videos to team outings, we believe in celebrating big.
- Learn and grow: We’re all about learning—and we’re not just talking about the latest SaaS trends. You’ll grow your career, pick up new skills, and maybe even learn to love Excel (or at least tolerate it).
- Flexibility and balance: While we love collaborating in the office five days a week, we know everyone has their own rhythm. That’s why we offer flexibility around hours—so you can bring your best energy, whether you’re an early bird or a night owl. Pyjamas optional (at least outside the office).
- Comprehensive medical, dental, and vision coverage for full-time employees and their dependents.
- Flexible Time Off.
- Generous 401(k) match to support your financial future.
Senior Implementation Manager employer: Rocketlane
Rocketlane is an exceptional employer that fosters a vibrant and innovative work culture, where every team member is empowered to make a significant impact. With a strong focus on employee growth, we offer ample opportunities for learning and development, alongside comprehensive benefits including flexible time off and robust health coverage. Located in a dynamic environment, our close-knit team thrives on collaboration, creativity, and celebrating successes together, making it a truly rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Implementation Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Rocketlane. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Rocketlane before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Implementation Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Rocketlane:Your cover letter is your chance to shine! Tell us why you want to work at Rocketlane specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Rocketlane!
How to prepare for a job interview at Rocketlane
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
