Customer Implementation Manager - Team Leader

Swapcard; Canada; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading SaaS company in Canada is seeking a CIM Team Lead to transform the Implementation function into a consultative practice, guiding teams to maximize client success and operational efficiency. The ideal candidate has a strong background in consulting, project management, and stakeholder communication, with proven abilities in managing complex projects and driving business performance. This role involves cross-functional collaboration and significant engagement with Sales and clients.

Qualifications

• Strong background in implementation, consulting, or solution delivery within a SaaS or event tech environment.
• Proven ability to manage complex project portfolios and coach teams.
• Strong business acumen with a focus on financial performance.

Responsibilities

• Guide CIMs to evolve into consultative experts delivering measurable client success.
• Drive project allocation and prioritization in the region.
• Monitor engagement scores to track client performance.
• Collaborate with Sales to articulate service value.

Skills

Consultative expertise

Project management

Stakeholder communication

Business acumen

Job description

Mission

TheCIM Team Leadplays a central role in transforming the Implementation function into a trueconsulting practice within the Customer Organization.

They guide CIMs in evolving from execution-driven implementers toconsultative expertswho deliver measurable client success, efficiency, and value.

As part of this transformation, the CIM Team Lead supports the Head of CIM in shifting the team from acost center to a business unit, focused on efficiency, impact, and margin optimization.

Operational Excellence & Delivery Oversight

• Validatequotes vs. scopeto ensure services are correctly defined and aligned with client expectations.
• Guaranteehandover completenessbefore kickoff, verifying all key information from Sales or CAM.
• Drivedelivery efficiency (aim to deliver in 4 days what was previously scoped for 6, without compromising quality).
• Overseeproject allocation and prioritizationwithin their region.

Consulting Transformation & Capability Building

• Coach CIMs to transition from implementation specialists toconsultant partners.
• Identify and addresstraining needsto build consulting, engagement, and advisory skills.
• Analyze performance data to identify high-engagement CIMs, document their practices, and share learnings across teams.
• Promote adoption ofbest practices and benchmarkingto continuously elevate the delivery standard.

Performance Management & Service Value

• Monitorengagement scores(Gold vs. Silver) to track client performance and satisfaction.
• Collaborate closely withSales, CAMs, and the Solution Design team (SD)to ensure the right service positioning in proposals.
• Provide insight and data to support Sales inarticulating service valueand securing correct pricing.
• Validate service proposals for new business opportunities to ensure accurate scoping and profitability.

Cross-Functional Collaboration

• Partner with theHead of CIMon business performance reviews, efficiency tracking, and margin optimization.
• Work withMarketingto highlight successful client use cases and best practices.
• Share insights withSales and Productteams to refine offerings and strengthen alignment between service delivery and client needs.
• Collaborate withCAM Team Leadsto ensure a seamless client journey from setup to adoption and renewal.
• Partner with theCAM and Product teamsto align onExhibitor Marketplaceadoption strategies, ensuring setup execution directly contributes to broader revenue and engagement goals.

Profile & Background

• Strong background inimplementation, consulting, or solution delivery, ideally within a SaaS or event tech environment.
• Proven ability to managecomplex project portfoliosand coach technical or consulting teams.
• Strong business acumen — able to connect delivery quality tofinancial performance(margin, charge per day, utilization).
• Skilled in stakeholder communication, process design, and performance tracking.
• Fluent in balancingclient satisfaction, operational efficiency, and business profitability.