Implementation Manager

Toolbx US Inc. • Toronto, ON

152d • $80,000 - $110,000 • Remote

About The Position

We are seeking an Implementation Manager to lead the end-to-end deployment of the TOOLBX platform for new customers. Reporting to the Implementation Program Manager, this role will own the onboarding lifecycle—driving project planning, coordination, execution, and customer enablement. You will partner directly with customers to define onboarding requirements, oversee implementation timelines, and ensure a seamless transition onto the platform. As the primary leader of deployment projects, you will guide customers through adoption, mitigate risks, and ensure they are positioned for long-term success.

Requirements

• 5+ years of experience managing customer-facing projects, implementations, or onboarding programs within a SaaS or technology-driven environment.
• Demonstrated ability to lead projects, manage timelines, and coordinate cross-functional teams to deliver successful customer outcomes.
• Exceptional communication and presentation skills; able to translate complex technical concepts for diverse audiences.
• Strong organizational and project management capabilities, with a proven ability to manage multiple concurrent projects in a fast-paced environment.
• Customer-centric mindset with strong analytical, troubleshooting, and problem-resolution skills.
• Ability to thrive in remote or distributed work environments and adapt to shifting priorities.

Nice To Haves

• Experience with CRM, project management, or onboarding platforms, such as Asana and HubSpot, is an asset.

Responsibilities

• Lead and manage multiple customer onboarding projects from initiation through completion, ensuring all deliverables, timelines, and success criteria are met.
• Develop project plans, define scope, coordinate cross-functional resources, and proactively manage risks, dependencies, and issues throughout the onboarding process.
• Conduct strategic onboarding and training sessions, enabling customers to effectively adopt the TOOLBX platform and maximize value.
• Serve as the primary project liaison for customers, providing clear communication, guidance, and escalation management throughout the implementation lifecycle.
• Oversee the creation and continuous improvement of training materials, documentation, and onboarding resources to enhance the customer experience.
• Monitor and report on project progress, key milestones, and customer readiness, delivering regular updates to internal stakeholders and leadership.
• Gather, analyze, and synthesize customer feedback to identify process improvements and partner with Product, Engineering, and Customer Success to drive enhancements.
• Ensure accurate project documentation and maintain detailed records within CRM and internal systems to support transparency and alignment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed