London On-site Customer Onboarding & Implementation Lead

Referment; Greater London; On-site; GBP 60,000 - 85,000; Full time

Job summary

Referment in London is seeking a Customer Implementation Manager to own onboarding from kick-off to go-live and beyond. You will coordinate multiple client engagements, translating complex needs into practical use of our platform and training non-technical users.

This hands-on role blends implementation, customer success, and process improvement. You’ll work closely with charities, non-profits, and public sector customers, shaping scalable onboarding processes as the customer base grows.

Qualifications

• Experience delivering end-to-end onboarding for SaaS platforms.
• Ability to translate customer requirements into product usage and outcomes.
• Proven track record of managing multiple concurrent implementations.

Responsibilities

• Taking full end-to-end ownership of customer implementations from kick-off to go-live and ongoing adoption.
• Managing multiple concurrent client projects (6-8 engagements) and priorities.
• Breaking complex implementations into clear, manageable phases and setting timelines.
• Understanding customer operations and translating requirements into effective use of the platform.
• Training non-technical administrators and supporting data migrations and API integrations.
• Visiting customers as needed to observe real-world usage and needs.
• Developing scalable onboarding processes and documentation.

Skills

Project management

Customer onboarding

Stakeholder communication

SaaS experience

Data migrations / API integrations

Job description

Referment in London is seeking a Customer Implementation Manager to own onboarding from kick-off to go-live and beyond. You will coordinate multiple client engagements, translating complex needs into practical use of our platform and training non-technical users.

This hands-on role blends implementation, customer success, and process improvement. You’ll work closely with charities, non-profits, and public sector customers, shaping scalable onboarding processes as the customer base grows.