Senior SaaS Implementation Leader

frontcareers; Chicago (IL); On-site; USD 140,000 - 190,000; Full time

Job summary

Front is seeking a Senior Technical Project Manager / Senior Implementation Manager to lead our most complex customer implementations within Success Services in the US. You will be the primary implementation partner, guiding discovery to value realization and driving scalable Front workflows across multiple teams.

You will independently manage high-stakes engagements, build playbooks, and mentor others, ensuring successful adoption of new capabilities and strategic initiatives.

Qualifications

• 5+ years of experience leading customer-facing SaaS implementations or similar complex transformations.
• Experience owning complex implementations from discovery to sustained adoption with multiple stakeholders and dependencies.
• Strong consultative and systems-thinking skills to diagnose problems and propose practical future states.

Responsibilities

• Own complex, multi-workstream implementation engagements from discovery and solution design through launch, adoption, and value realization.
• Advise customer leaders on future-state workflows, operating models, governance, and change-management beyond stated requirements.
• Build and drive clear project plans, risk registers, stakeholder cadences, and executive updates across multiple engagements.
• Lead discovery workshops to uncover business goals, gaps, technical constraints, change risks, and measurable success criteria.
• Guide solution design involving permissions, integrations, data flows, automations, migrations, APIs, webhooks, and Front's AI capabilities; engage specialists as needed.
• Lead change management, enablement, cutover, and adoption strategies for teams migrating from legacy tools and processes.
• Navigate escalations with calm judgment and align customers and internal teams on trade-offs and path forward.
• Partner with Sales, Solutions, Account Management, Product, Engineering, and Support to define scope and improve the customer journey.
• Turn recurring customer needs into reusable implementation assets, playbooks, and delivery improvements.
• Support team development through mentoring, knowledge sharing, and leadership on strategic initiatives.

Skills

Customer-facing SaaS

Implementation leadership

Stakeholder management

Change management

Technical fluency

Executive communication

Program management

Job description

Front is seeking a Senior Technical Project Manager / Senior Implementation Manager to lead our most complex customer implementations within Success Services in the US. You will be the primary implementation partner, guiding discovery to value realization and driving scalable Front workflows across multiple teams.

You will independently manage high-stakes engagements, build playbooks, and mentor others, ensuring successful adoption of new capabilities and strategic initiatives.