Customer Implementation Manager

CloudShare•Denver, CO

1h•Hybrid

About The Position

As a Customer Implementation Specialist, you will own the end-to-end implementation lifecycle for CloudShare customers, serving as their primary point of contact from proof of value through implementation and full deployment. You will lead integrations, configurations, migrations, onboarding, go-live, training, and adoption, ensuring customers achieve optimal utilization of the CloudShare platform. For non-strategic customers, you will manage the process from contract signing through onboarding, configuration, go-live, and adoption of CloudShare. In this role, you will act as the key bridge between customers and internal teams, including Sales, Product, Engineering, and Support. You will drive best-practice, tailored deployment strategies, deliver high-impact and timely implementations, and ensure a seamless handoff to the ongoing Customer Success team to support long-term success and value realization. This is a high-visibility role at a fast-growing SaaS company with a transformational platform for training, demos, and sandboxing. You will build strong cross-functional relationships, gain exposure to enterprise customers and complex technical environments, and work in an environment that values learning, growth, and innovation, offering competitive compensation and meaningful opportunities for professional development.

Requirements

Bachelor’s degree in a relevant field (Business, IT, Computer Science) or equivalent experience.
5+ years of hands-on experience in SaaS implementation, onboarding, or customer-facing technical roles.
Solid understanding of cloud-based infrastructure (virtual machines, networking etc…). Familiarity with virtual lab/training platforms is a strong plus.
Excellent project management and organisational skills: able to define project plans, track milestones, manage risks and deliver on time.
Exceptional communication skills (verbal and written), able to engage with both technical and non-technical stakeholders, and convey complex concepts.
Strong customer-centric mindset with high empathy, ability to build trust and drive adoption.
Comfortable delivering training to groups of varied experience levels.
Analytical mindset: able to interpret usage/adoption metrics, provide insights, and actionable recommendations.
Experience working cross-functionally with Sales, Product, Support, and Engineers.
Ability to manage multiple implementations simultaneously while maintaining high quality.
Flexibility and adaptability: comfortable with changing priorities and customer needs in a fast-paced environment.

Nice To Haves

Experience in hands-on lab platforms, virtual training environments or sandboxing services.
Knowledge of onboarding enterprise software or working with large-scale customers.
Familiarity with implementation tools (CRM like Salesforce, project management tools, ticketing systems) and usage analytics.
Certification or experience in adult learning/training methods.
Willingness to travel occasionally (if required) for on-site training or go-lives.

Responsibilities

Lead end-to-end implementation projects for new customers: kick-off, project planning, resource coordination, milestones, risk identification/mitigation, go-live readiness.
Translate customer business objectives, environment needs and workflows into a configuration of the CloudShare platform (labs, sandbox templates, integrations, usage policies, analytics).
Deliver customer onboarding: environment provisioning, template setup, network & VM configuration, roles/permissions, usage controls, analytics setup.
Provide training (both virtual and possibly on-site) to customer admins, trainers and end-users: how to create, clone and manage virtual labs; best-practice usage; adoption techniques.
Drive customer adoption and value: monitor usage metrics, user engagement, provide proactive recommendations for optimisation and best practices.
Serve as primary internal advocate for the customer during implementation: communicate status, escalate issues, ensure alignment with product, support and engineering teams.
Document implementation plans, customer requirements, project status, training materials, and post-go-live check-in outcomes.
Capture customer feedback on the platform and implementation experience; collaborate with Product and Engineering to refine the onboarding process and product features.
Manage multiple concurrent projects/customers and adapt processes for scale and repeatability.
Ensure client satisfaction and help the customer transition cleanly into the ongoing Customer Success / Account Management phase.