Launch Architect: SaaS Implementation Lead

Passport; United States; Remote; USD 100,000 - 150,000; Full time

Job summary

Passport is seeking an Implementation Project Manager to lead multiple concurrent onboarding projects for brands and 3PL partners from kickoff to go-live. You will coordinate across Sales, Product, Engineering, and Operations to ensure a smooth, scalable onboarding experience in a fast-moving startup environment.

You thrive in structured chaos, surface risks early, and push for organized, informed launches.

Qualifications

• 2+ years of project management, onboarding, or implementation experience.
• Experience in a startup or high-growth environment where priorities, processes, and responsibilities evolve.
• Ability to wear multiple hats and adapt as processes evolve.
• Strong customer-facing communication across technical and non-technical audiences.
• Experience managing multiple concurrent projects with competing priorities.
• Proficiency with Salesforce, Jira, or Baton.
• Understanding of eCommerce workflows (Shopify, BigCommerce, 3PL APIs).

Responsibilities

• Lead implementation projects for new brands and 3PL partners from post-sale kickoff to go-live.
• Develop and manage project plans, timelines, and milestones using Baton, Salesforce, and Jira.
• Coordinate cross-functional stakeholders to ensure a smooth transition from Sales to Implementation to Hypercare.
• Facilitate kickoff and status meetings, track action items, and manage escalations.
• Identify and mitigate risks or blockers that could impact a launch timeline.
• Document project updates and launch statuses in internal systems.
• Contribute to process improvements, templates, and frameworks for scalable implementations.
• Advocate for the customer experience by aligning setup with brand needs and technical capabilities.
• Support post-launch hypercare before transitioning accounts to Customer Success.
• Directly manage customer relationships, set expectations, and navigate escalations.

Skills

Project management

Stakeholder mgmt

Customer onboarding

Cross-functional collab

Communication

Risk management

Education

Bachelor's degree

Tools

Salesforce

Jira

Baton

Job description

Passport is seeking an Implementation Project Manager to lead multiple concurrent onboarding projects for brands and 3PL partners from kickoff to go-live. You will coordinate across Sales, Product, Engineering, and Operations to ensure a smooth, scalable onboarding experience in a fast-moving startup environment.

You thrive in structured chaos, surface risks early, and push for organized, informed launches.