Implementation Manager

haku-posted 17 days ago

Full-time • Mid Level

Hybrid • Miami, FL

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As an Implementation Manager at haku , you’ll lead new clients through the onboarding, configuration, and adoption of our SaaS platform. This is not a traditional IT or internal project management role — it’s a customer-facing, B2B SaaS implementation role where success means ensuring our clients launch smoothly, adopt quickly, and see measurable value from day one. You’ll partner closely with clients, Sales, Product, and Customer Experience to deliver implementations that balance speed, quality, and long-term client success. The ideal candidate has led SaaS implementations before, understands the nuances of configuring software for diverse customers, and thrives in a fast-growing, high-change environment. YOUR LIFE AT HAKU Our state of the art, stunning offices overlooking Biscayne Bay in Miami are home to a diverse, thoughtful, and dynamic group of passionate professionals. We love solving challenges, fostering strong relationships with our customers, creating innovative technology, and winning together as a team - we think you'll love it too. As a Team Member, You'll Be Eligible To Benefit From: Flexible PTO + paid holidays Top-quality benefits package (Health, Dental, Vision, STD, LTD, and Life Insurance) 401k with employer matching (after 90 days) Hybrid work model (after 90 days) Parental Leave: paid parental leave for birthing and non-birthing parents (after 1 year) Professional Development Reimbursement (after 6 months) Monthly credit towards wellness activities (gym, meal plans, mental health costs) Free access to wellness subscriptions, mental health and financial planning platforms Discounted rates for pet insurance and voluntary life insurance and exclusive employee discounts through Perkspot Company-paid parking in the heart of Brickell State-of-the-art Apple computer and accessories Wellness activities, happy hours, and company-wide fun events Top-of-the-line office facilities, including an on-site gym and wellness center, fully stocked kitchen, and more

Own Client Implementations
Lead end-to-end SaaS implementation projects, from kickoff through go-live.
Translate client business requirements into actionable platform configurations and workflows.
Deliver client training, best practices, and onboarding resources.
Act as the primary point of contact for clients throughout the implementation phase.
Set Expectations & Guide to Success
Clearly define project scope, timelines, and platform capabilities with clients.
Guide customers to adopt best practices that align with how the platform is designed to be used.
Coach clients on how to achieve success within the platform as it exists today — while capturing feedback for future improvements.
Balance customer requests with product realities, helping clients understand trade-offs and available solutions.
Project Management & Delivery
Build and manage project plans, milestones, and deliverables across multiple concurrent implementations.
Identify and proactively resolve risks, blockers, and dependencies.
Hold clients and internal teams accountable to deadlines.
Take full ownership of outcomes — drive progress without waiting for direction.
Cross-Functional Collaboration
Partner with Sales to ensure smooth handoffs from pre-sales.
Work with Product, Engineering, and Support to resolve technical issues.
Seamlessly transition clients to Customer Experience after go-live.
Continuous Improvement
Contribute to playbooks, templates, and scalable implementation processes.
Gather client feedback and share insights with Product for platform improvement.
Help refine implementation methodology for efficiency and consistency.

Experience 2-3+ years leading client-facing SaaS implementations (not IT/internal projects).
Proven success managing multiple, complex client projects simultaneously.
Excellent communication and presentation skills — able to engage both technical and non-technical stakeholders.
Strong ability to set and manage customer expectations with confidence and empathy.
Consultative approach: you don’t just configure software, you guide customers toward adoption paths within defined platform capabilities.
Analytical problem-solver with a “figure-it-out” mindset — resourceful, adaptable, and proactive.
Ability to thrive in ambiguity and balance customer advocacy with business priorities.
Strong project management skills.
Hands-on experience with CRM, project management, and collaboration tools (e.g., Hubspot, Asana, Jira, Slack, Google Sheets).
Proficiency in Google Workspace and/or Microsoft Office Suite.

Experience in a high-growth SaaS or startup environment is a strong plus.

Flexible PTO + paid holidays
Top-quality benefits package (Health, Dental, Vision, STD, LTD, and Life Insurance)
401k with employer matching (after 90 days)
Hybrid work model (after 90 days)
Parental Leave: paid parental leave for birthing and non-birthing parents (after 1 year)
Professional Development Reimbursement (after 6 months)
Monthly credit towards wellness activities (gym, meal plans, mental health costs)
Free access to wellness subscriptions, mental health and financial planning platforms
Discounted rates for pet insurance and voluntary life insurance and exclusive employee discounts through Perkspot
Company-paid parking in the heart of Brickell
State-of-the-art Apple computer and accessories
Wellness activities, happy hours, and company-wide fun events
Top-of-the-line office facilities, including an on-site gym and wellness center, fully stocked kitchen, and more

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