Implementation Manager | Americas

Planhat; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

Planhat is seeking a professional to lead customer software implementations, consulting with executives to leverage their platform for maximum value. The candidate will manage projects from inception to go-live, ensuring all timelines and deliverables are met.

This role requires strong project management skills, the ability to build client relationships, and experience with SaaS platforms. You will work cross-functionally with various teams to ensure successful adoption and use of the Planhat solution.

Qualifications

• Experience in leading software implementations, ideally in SaaS or CRM fields.
• Strong verbal and written communication skills.
• Ability to manage multiple customers and timelines effectively.

Responsibilities

• Lead enterprise implementations from kickoff to go-live.
• Advise customers strategically on leveraging Planhat for business goals.
• Facilitate enablement sessions for various user levels.
• Manage change effectively to ensure Planhat adoption.
• Collaborate with cross-functional teams for a seamless experience.

Skills

Project management skills

Consulting

Technical savviness

Communication

Relationship building

Job description

Competencies

You're part consultant, part project manager, part coach and 100% customer-obsessed. You've led complex software implementations, ideally in SaaS, CS, CRM, or RevOps ecosystems. You have the technical savviness to understand system architecture, integrations, and data flows and the tenacity to figure things out. You're an exceptional communicator, both verbally and in writing, able to simplify the complex and lead with confidence. You're organized, structured, meticulous with details, and never satisfied with good enough.

That shows up in how you work:

• You build relationships easily across org charts, from C-suite to system admins


• You're comfortable facilitating workshops and executive sessions, both virtual and in-person


• You bring strong project management skills and can juggle multiple customers, priorities, and timelines without missing a beat


• You have the business acumen to understand revenue, retention, and customer value, and you know how to move the needle

Bonus points if you have experience with SaaS platforms such as CRM or CSP systems, data integration and mapping, change management frameworks such as Prosci or Six Sigma, or a background in consulting, Customer Success, or RevOps transformation.

Trajectory

We are one of the most versatile teams at Planhat. We partner with customers across industries and regions, working closely with Sales, CS, Product, Support, and Enablement to ensure every engagement drives value from day one. We don't just implement software, we design outcomes, enable teams, and champion adoption. Imagine:

• Leading a multi-stakeholder kickoff with a global SaaS company to redefine how they manage customers through Planhat


• Facilitating a workshop for a CS leadership team to map out key processes to drive revenue and retention, such as account planning, executive alignments, and expansion plays


• Translating complex data architecture into an elegant customer insights dashboard that drives renewals and expansion

In this role you will:

• Lead enterprise implementations from kickoff to go-live, ensuring timelines, deliverables, and outcomes are achieved


• Be a product expert and confidently advise customers on how to best leverage Planhat to meet their business goals


• Consult strategically with customer executives, functional leaders, and technical teams to align platform configuration with business outcomes


• Facilitate enablement sessions, both virtual and in-person, to empower leaders, admins, and end users


• Champion change management by guiding organizations through the process, communication, and behavioral shifts required to make Planhat adoption stick


• Collaborate cross-functionally with Sales, CS, Product, Support, and Enablement to ensure a seamless customer experience from presale to post-go-live

Definition of Success

Success in this role is about the measurable impact you leave on every customer engagement and the standard you set for the team around you.

• You are continuously delivering implementations on time, with clear outcomes that customers can measure and build on


• You are consistently seen as a trusted advisor by your customers, bridging the gap between their vision and what Planhat can deliver


• You are growing into larger, more complex engagements and taking on broader responsibilities within the team


• You are actively contributing to the implementation methodology, building templates, playbooks, and frameworks that raise the standard for the whole team


• You are driving measurable impact on revenue and retention through the quality of your onboarding and adoption work