Implementation Manager

Our Implementation Managers lead customer implementations and scoped expansion projects for new and existing customers. They own delivery from internal handoff and project kickoff through configuration, enablement, go-live, and stabilization, creating a predictable and high-quality customer experience while driving fast time to value.

This role is ideal for someone who can independently lead multiple customer-facing SaaS projects, build strong relationships with stakeholders, and translate customer goals into clear project plans and actionable next steps. You’re equal parts consultant, project manager, and problem solver, and you know how to balance customer outcomes with operational discipline.

It is a hands-on delivery role with growing complexity, autonomy, and commercial awareness, but it is not written as a formal people leadership role.

This role is for you if you are someone that:

• Builds trust quickly and can confidently guide customers through change.
• Balances structure and adaptability in fast-moving, evolving implementation environments.
• Uses sound judgment to manage scope, risks, dependencies, and customer expectations.
• Enjoys partnering across teams to deliver a seamless customer experience.
• You’re organized, proactive, and detail-oriented, with a strong ability to keep complex implementations moving forward without losing sight of the small things that matter.

YOU’RE FIRED UP TO:

• Lead the successful implementation of Coconut Software solutions for new customers and scoped projects for existing customers, including onboarding activities, contract-specific deliverables, training, and go-live planning.
• Build and manage end-to-end project plans, timelines, milestones, dependencies, and communication cadences across internal and external stakeholders.
• Facilitate discovery, planning, workflow, and enablement sessions with customer stakeholders to define scope, decisions, responsibilities, and success criteria.
• Act as the primary day-to-day customer contact throughout implementation, building trust, navigating questions, and ensuring customers feel guided and informed at every stage.
• Partner closely with Sales and Customer Success to ensure customer goals, value drivers, and success metrics remain aligned from pre-sale through post-sale, enabling the team to demonstrate business impact, ROI, and long-term customer value.
• Proactively identify and manage project risks, changes, and dependencies, escalating when appropriate to protect delivery timelines, customer outcomes, and implementation quality.
• Maintain strong project hygiene through accurate status reporting, timely time tracking, clear documentation, and disciplined follow-through on action items and decisions.
• Maintain project-level commercial discipline by managing to scope, identifying out-of-scope work, surfacing change requests, and flagging risks to project health early.
• Support customers through adoption readiness by coordinating training, launch preparation, and transition into ongoing support and customer success motions.
• Contribute to implementation process improvements, templates, documentation, and internal best practices that increase repeatability, efficiency, and customer outcomes.
• Share customer feedback and recurring implementation themes with internal teams to help improve product, process, and service delivery over time.

WHAT YOU BRING TO THE TEAM:

• 3-5 years of relevant experience in SaaS implementation, onboarding, professional services, consulting, or project management with external stakeholders.
• Demonstrated success leading multiple concurrent customer-facing projects from kickoff through launch in a fast-paced environment.
• Strong project management fundamentals, including planning, facilitation, risk management, and executive-ready communication.
• Ability to interpret implementation scope and make sound decisions that balance customer needs, delivery quality, and commercial realities.
• Experience working in a B2B SaaS environment; financial services or enterprise software experience is an asset.
• Technical fluency with concepts such as APIs, webhooks, SSO, integrations, data migration, and system configuration.
• Strong workshop facilitation, training, and stakeholder management skills.
• Excellent written and verbal communication skills, with the ability to adapt your message to technical and non-technical audiences.
• Comfortable working in ambiguity and contributing to the evolution of process and tooling as Coconut continues to scale.
• Bachelor’s degree in Business, Project Management, Computer Science, or related field, or equivalent proven experience.

This posting is for a vacant position. The expected hiring range for this role is $68,000 - $96,000.

The base salary for this position is listed to support candidates to align themselves within the target range. The range is grounded in comprehensive analysis of national compensation data for similar roles and company sizes in the technology sector, alongside a review of our internal compensation framework to ensure pay equity across the company. Note that ranges may evolve over time.  We aim to provide a fair offer and hire within this specified range. The final offer for this position will take a candidate’s background, experience, skills, and internal equity into consideration. Top performers’ compensation will be reviewed annually, as part of our Performance Acceleration program (Performance Reviews, Compensation Reviews, etc.).

Our Investment in You:

• Find your flow with Cabana Days. We offer flex-time and flex-days so you can recharge and be your best self. We empower our team to prioritize their well-being, knowing that a well-rested team is a productive one. While we offer this flexibility, our commitment to service excellence is unwavering. This benefit comes with a shared responsibility: our customers are our top priority. We ask that you remain available and responsive on flex-days, as needed, to ensure our customers’ needs are always met promptly.
• Ability to do your job in a supported, but flexible environment
• Supported professional development, learning, & career opportunities - be supported in your growth journey!
• Regular 1:1 coaching with your leader and regular connection to a passionate executive team
• Work in a team big enough for growth but lean enough to make a real impact

A full range of benefits to keep you happy & healthy;

• Competitive Salaries - we pay fairly based on experience and expertise, not your ability to negotiate!

• Health & Dental Benefits, Virtual Care, & Disability top up - all starting from day 1!

• Virtual mental health and EAP platform

• WealthSimple GRSP & Matching

• Annual Wellness Benefit ($1000 per year)

• Opportunity to work remote - anywhere in Canada!

• Employee Options - everyone shares in our success!

• Internet Subsidy on each paycheck

• Tiki Bucks Incentive Program - everyone is entitled to earn bonuses!

• A People First Company - 4.2 rating on Glassdoor

• “Most Admired Corporate Cultures” (2024) and ranked #22 in “Best Workplaces in Canada” (2025) in company size category

Who we are and What we do:

Mission To build Intelligent Branch Solutions that deliver the outcomes financial institutions care about - streamlining operations, enhancing customer experiences, and empowering staff to focus on what matters most.

Values C ollaboration. H onesty. E mpathy. E levate. R esilience. S ervice Excellence.

Coconut Software makes it effortless for customers to connect with their bank or credit union. Our appointment scheduling, queue management, and video banking solutions are used by leading financial institutions across North America, including RBC, Arvest Bank, Vancity, and Rogue Credit Union. Organizations that use Coconut benefit from a seamless customer experience that improves NPS, reduces wait times, and increases conversion rates.

To date we have raised close to 40M and have been doubling revenue year after year. The team at Coconut has ambitious growth plans to continue to scale the business to new heights by owning the North American market and delivering innovative solutions to our customers.

Coconut has a company culture that is best in class. We foster a community that is unconditionally inclusive, and in return ask that our people contribute their differing perspectives, ideas and experiences for one common purpose: to advance the way people live and work in an environment of diversity, equity and inclusion and workplace belonging.

Some recent awards we’re proud of include:

Coconut Software is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2005.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, assessing responses, or synthesizing interview notes. These tools assist our talent team but do not replace human judgment. Final hiring decisions are always made by humans. If you would like more information about how your data is processed, please talk to your Talent Partner. We believe in using AI thoughtfully and transparently, so we ask candidates to take the same approach and disclose the use of AI at any stage in their application or interview process.