Implementation Lead

Case IQ, Inc.; New Zealand; Hybrid; NZD 90,000 - 130,000; Full time

Benefits offered by this job

Remote work across 7 countries

Professional development budget

Employer of Record benefits program

Half-day Fridays in the summer

Job summary

Case IQ, Inc. is seeking an Implementation Lead to drive customer onboarding and value realization for our investigative case management SaaS.

You will own the end-to-end implementation lifecycle, coordinate cross-functional teams, and translate customer needs into scalable configurations and migrations. You’ll work closely with Product, Engineering, and Support to ensure successful deployments, strong adoption, and continuous improvement while maintaining security and compliance standards

Qualifications

• 2–3 years experience in implementation, project delivery, business analysis, customer onboarding, training, or a related customer-facing role.
• Strong organizational, communication, and stakeholder management skills.
• Ability to translate requirements into clear plans, workflows, documentation, or customer enablement materials.

Responsibilities

• Own the full implementation lifecycle from contract signing through go-live and early adoption for new and existing customers.
• Lead multiple concurrent implementation projects, maintaining clear timelines, milestones, and documentation.
• Gather and translate customer requirements into scalable configuration, integration, and migration solutions.
• Configure and support integrations (APIs, webhooks, batch data transfers) and oversee data migration processes.
• Develop deep expertise in our product and investigative workflows to guide customers toward best practices.
• Deliver engaging user training and enablement to drive successful adoption and long-term value.
• Act as a trusted advisor to customers, proactively identifying risks, challenges, and opportunities.
• Collaborate cross-functionally with Product, Engineering, and Support to resolve issues and improve delivery.
• Provide structured feedback on product gaps, contribute to requirements, and support testing of new features.
• Analyze implementation performance and customer outcomes, surfacing insights and improvement opportunities.
• Continuously refine implementation processes to increase efficiency, scalability, and customer impact.
• Maintain and promote high standards of security, confidentiality, and compliance while handling company systems, customer information, and internal processes.

Skills

Implementation experience

Project delivery

Customer onboarding

Communication skills

Stakeholder management

Data migration

API integration

Documentation

Training enablement

Team collaboration

Tools

APIs

Webhooks

Batch data transfers

Job description

Case IQ is a leading B2B SaaS company in the governance, risk, and compliance (GRC) space, helping organizations build safer, more accountable workplaces. We offer a comprehensive suite of solutions that enable organizations to move from reactive approaches to proactive risk management. Our software helps teams across compliance, HR, legal, and investigations report, manage, investigate, and prevent workplace risk - including ethics violations, fraud, harassment, discrimination, security incidents, and third-party issues - so they can better protect their people, culture, and business.

Backed by over 25 years of domain expertise and trusted by Fortune 500 companies, Case IQ has supported the management of millions of cases and helped mitigate billions in financial and reputational risk.

Role Summary

We're looking for an Implementation Lead to perform a pivotal role in driving a customer and value proposition centric approach to implementing and configuring our investigative case management SaaS offerings.

In this role, you will be the main point of contact for our customers during the implementation process and you will oversee project management, product configuration, integration and migration requirements gathering/documentation, user training, and post-launch adoption tasks for some of our largest customers. You will become a product and investigative process expert and leverage that knowledge to plan and execute high quality customer onboardings to ensure successful delivery of value to our customers.

What You'll Do

• Own the full implementation lifecycle from contract signing through go-live and early adoption for new and existing customers
• Lead multiple concurrent implementation projects, maintaining clear timelines, milestones, and documentation
• Gather and translate customer requirements into scalable configuration, integration, and migration solutions
• Configure and support integrations (APIs, webhooks, batch data transfers) and oversee data migration processes
• Develop deep expertise in our product and investigative workflows to guide customers toward best practices
• Deliver engaging user training and enablement to drive successful adoption and long-term value
• Act as a trusted advisor to customers, proactively identifying risks, challenges, and opportunities
• Collaborate cross-functionally with Product, Engineering, and Support to resolve issues and improve delivery
• Provide structured feedback on product gaps, contribute to requirements, and support testing of new features
• Analyze implementation performance and customer outcomes, surfacing insights and improvement opportunities
• Continuously refine implementation processes to increase efficiency, scalability, and customer impact
• Maintain and promote high standards of security, confidentiality, and compliance while handling company systems, customer information, and internal processes.

What Success Looks Like

• 45 days: Complete onboarding, role-specific training, and required security/compliance expectations. Build context on Case IQ's products, customers, systems, team processes, and role priorities.
• 60 days: Shadow or support active customer implementations, learn delivery tools/templates, and begin owning defined workstreams with support.
• 90 days: Manage implementation tasks or projects with increasing independence, clear customer communication, and accurate documentation
• 6 months: Contribute to predictable delivery, cleaner handoffs, reduced rework, and improved customer readiness for launch or adoption.
• 1 year: Serve as a trusted implementation partner who helps customers achieve successful launches and supports continuous improvement of delivery practices.

Who You Are

• 2-3 years experience in implementation, project delivery, business analysis, customer onboarding, training, or a related customer-facing role.
• Strong organizational, communication, and stakeholder management skills.
• Ability to translate requirements into clear plans, workflows, documentation, or customer enablement materials.
• Comfort managing timelines, risks, competing priorities, and customer expectations.
• Solid understanding of data migrations and integration models (APIs, webhooks, batch processing)
• Excellent communication skills, both written and verbal, with strong stakeholder management abilities
• Highly organized with strong attention to detail and follow-through
• Collaborative team player who can also operate independent
• Growth-oriented mindset with a commitment to continuous learning and improvement
• Experience in a B2B SaaS, technology, professional services, GRC, compliance, HR, legal, investigations, or risk-related environment (an asset!)

Perks and Benefits

• Work remotely within a flexible work environment (our team spans 7 countries!)
• Generous professional development budget
• Benefits program through our Employer of Record.
• Half-day Fridays in the summer

Case IQ is an equal opportunity employer. All qualified applicants are given consideration regardless of race, religion, color, gender, sex, age, sexual orientation, gender identity, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable employment laws. If you have a disability or special need that requires accommodation, please contact us at [e-mail].