Remote SaaS Implementation Lead

Grace Hill; United States; Remote; USD 70,000 - 95,000; Full time

Job summary

Grace Hill in the United States is seeking an Implementation Manager I to lead end-to-end onboarding and implementation of our SaaS products, coordinating with product, sales, and customer success teams. This is a remote role with occasional travel.

You will gather requirements, configure the platform, train users, enable client testing, and ensure a smooth handoff to Customer Success, driving adoption and long-term satisfaction.

Qualifications

• 2–5 years of experience in SaaS implementation, project management, or client onboarding.
• Strong understanding of project management methodologies and tools.
• Excellent communication skills, with the ability to explain technical concepts to non-technical audiences.

Responsibilities

• Partner with clients to gather requirements, define success criteria, and create a tailored implementation plan.
• Lead product setup, configuration, and customization to align with client goals and contracted packages.
• Conduct client onboarding and training sessions focused on best practices and adoption.
• Facilitate smooth handoff to Customer Success post-implementation.
• Develop and manage detailed project timelines, ensuring milestones are met.
• Monitor progress, identify risks, and implement mitigation strategies.
• Maintain accurate project documentation for internal and client reference.
• Track and report key implementation metrics to leadership.
• Work with internal teams—such as Product, Sales, and Customer Success—to ensure seamless delivery.
• Escalate technical issues, integration challenges, or process blockers for timely resolution.
• Contribute to process improvements that enhance scalability and efficiency.
• Serve as a trusted advisor, guiding clients on optimal platform use to achieve business outcomes.
• Provide product demonstrations and admin training to drive adoption.
• Respond promptly to client questions and concerns during onboarding.
• Troubleshoot platform issues and coordinate solutions with internal teams.

Skills

SaaS implementation

Project management

Client onboarding

Education

Bachelor's degree or equivalent

Tools

Salesforce

Asana

Smartsheet

G Suite/Google Workspace

Job description

Grace Hill in the United States is seeking an Implementation Manager I to lead end-to-end onboarding and implementation of our SaaS products, coordinating with product, sales, and customer success teams. This is a remote role with occasional travel.

You will gather requirements, configure the platform, train users, enable client testing, and ensure a smooth handoff to Customer Success, driving adoption and long-term satisfaction.