Implementation Manager

Job description

As an Implementation Manager at haku, you'll lead new clients through the onboarding, configuration, and adoption of our SaaS platform.

This is not a traditional IT or internal project management role * it's a customer-facing, B2B SaaS implementation role where success means ensuring our clients launch smoothly, adopt quickly, and see measurable value from day one.
You'll partner closely with clients, Sales, Product, and Customer Experience to deliver implementations that balance speed, quality, and long-term client success.

The ideal candidate has led SaaS implementations before, understands the nuances of configuring software for diverse customers, and thrives in a fast-growing, high-change environment.

YOUR LIFE AT HAKU
Our state of the art, stunning offices overlooking Biscayne Bay in Miami are home to a diverse, thoughtful, and dynamic group of passionate professionals.

We love solving challenges, fostering strong relationships with our customers, creating innovative technology, and winning together as a team - we think you'll love it too.
As a Team Member, You'll Be Eligible To Benefit From:
* Flexible PTO + paid holidays
* Top-quality benefits package (Health, Dental, Vision, STD, LTD, and Life Insurance)
* 401k with employer matching (after 90 days)
* Hybrid work model (after 90 days)
* Parental Leave: paid parental leave for birthing and non-birthing parents (after 1 year)
* Professional Development Reimbursement (after 6 months)
* Monthly credit towards wellness activities (gym, meal plans, mental health costs)
* Free access to wellness subscriptions, mental health and financial planning platforms
* Discounted rates for pet insurance and voluntary life insurance and exclusive employee discounts through Perkspot
* Company-paid parking in the heart of Brickell
* State-of-the-art Apple computer and accessories
* Wellness activities, happy hours, and company-wide fun events
* Top-of-the-line office facilities, including an on-site gym and wellness center, fully stocked kitchen, and more

WHAT YOU'LL DO
Own Client Implementations
* Lead end-to-end SaaS implementation projects, from kickoff through go-live.
* Translate client business requirements into actionable platform configurations and workflows.
* Deliver client training, best practices, and onboarding resources.
* Act as the primary point of contact for clients throughout the implementation phase.
Set Expectations & Guide to Success
* Clearly define project scope, timelines, and platform capabilities with clients.
* Guide customers to adopt best practices that align with how the platform is designed to be used.
* Coach clients on how to achieve success within the platform as it exists today - while capturing feedback for future improvements.
* Balance customer requests with product realities, helping clients understand trade-offs and available solutions.
Project Management & Delivery
* Build and manage project plans, milestones, and deliverables across multiple concurrent implementations.
* Identify and proactively resolve risks, blockers, and dependencies.
* Hold clients and internal teams accountable to deadlines.
* Take full ownership of outcomes - drive progress without waiting for direction.
Cross-Functional Collaboration
* Partner with Sales to ensure smooth handoffs from pre-sales.
* Work with Product, Engineering, and Support to resolve technical issues.
* Seamlessly transition clients to Customer Experience after go-live.
Continuous Improvement
* Contribute to playbooks, templates, and scalable implementation processes.
* Gather client feedback and share insights with Product for platform improvement.
* Help refine implementation methodology for efficiency and consistency.

WHO YOU ARE
Experience
* 3-5+ years leading client-facing SaaS implementations (not IT/internal projects).
* Proven success managing multiple, complex client projects simultaneously.
* Professional project management certifications (PMP, CSM, CAPM, or equivalent) preferred.
* Experience in a high-growth SaaS or startup environment is a strong plus.
Skills
* Excellent communication and presentation skills - able to engage both technical and non-technical stakeholders.
* Strong ability to set and manage customer expectations with confidence and empathy.
* Consultative approach: you don't just configure software, you guide customers toward adoption paths within defined platform capabilities.
* Analytical problem-solver with a figure-it-out mindset - resourceful, adaptable, and proactive.
* Ability to thrive in ambiguity and balance customer advocacy with business priorities.
* Strong project management skills.
Tools
* Hands-on experience with CRM, project management, and collaboration tools (e.g., Hubspot, Asana, Jira, Slack, Google Sheets).
* Proficiency in Google Workspace and/or Microsoft Office Suite.


MORE ABOUT HAKU
haku is a state-of-the-art technology platform that powers world-renowned events.

Our SaaS product equips event organizers of all sizes with an impactful business platform that enables them to plan, organize, promote, and execute their events.

The bulk of our customers make up the enterprise tier of our market and include organizations like the Marine Corps Marathon, runDisney, The Philadelphia Eagles, the Bank of America Chicago Marathon, the Big Sur Marathon, Team in Training, Lexus Corporate Run, and many more.
We're proud to be a minority-owned business and an equal-opportunity employer.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.

Our vision as an employer is to establish a work environment where everyone is welcome, and anyone has the right to succeed
For more information about our company, please visit our website at www.hakuapp.com/careers
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Required Skill Profession

Operations Specialties Managers