Project Manager - Saas Implementation

Toolio • New York, NY

21h

About The Position

At Toolio, we’re on a mission to help retailers navigate the complex, competitive, and ever-changing retail landscape so they can deliver what their customers want—when and where they want it. Merchandise planning is one of the most critical retail disciplines, yet it has long been dominated by manual, error-prone spreadsheets. As inventory risk continues to rise, accurate, agile planning has never been more important. Toolio’s cloud-based merchandise planning platform helps next-generation retailers automate critical workflows, gain real-time insights, and make faster, data-driven merchandising decisions. Toolio is trusted by 100+ leading brands and retailers including Rothy’s, Knix, Filson, Tommy John, Peloton and more. The Opportunity We are hiring a Project Manager to own the end-to-end onboarding experience for new Toolio customers—from contract signature through successful go-live. In this role, you are the single-threaded owner of implementation success. You will lead complex onboarding projects, align internal and customer stakeholders, manage scope and timelines, and ensure customers are fully configured, trained, and ready to operate independently on Toolio at go-live. This role is highly cross-functional and execution-focused. You will work closely with Sales, Implementation Specialists, Solution Consultants, Product, Engineering, Support, and Customer Success to deliver predictable, high-quality implementations. After go-live, you will hand off the customer to a Customer Success Manager who owns long-term adoption, value realization, and retention. This is a critical role in shaping Toolio’s customer experience, implementation rigor, and scalability as we grow.

Requirements

• 4+ years of experience in project management, customer implementation, professional services, or customer success within a SaaS environment.
• Proven ownership of complex, cross-functional implementations from kickoff through go-live.
• Strong project management fundamentals, including scoping, planning, risk mitigation, and dependency management.
• Highly organized and detail-oriented, with the ability to manage multiple implementations in parallel.
• Clear, confident communicator with comfort engaging both operators and executive stakeholders.
• Ownership-driven and proactive, with a solutions-oriented approach to problem solving.
• Comfortable operating in ambiguity and bringing structure to fast-moving environments.
• Calm under pressure, collaborative, and execution-focused.
• Experience with project management tools (e.g., Smartsheet), customer success platforms (e.g., Vitally), and/or CRM systems (e.g., Salesforce).

Nice To Haves

• Experience with data-heavy software implementations strongly preferred.
• Background in retail SaaS, planning systems, or merchandising-related workflows is a plus.

Responsibilities

• Own Customer Implementations (Contract → Go-Live)
• Own the customer journey from contract signature through successful go-live.
• Serve as the primary point of accountability for implementation success, timelines, and readiness.
• Lead customer kickoffs, define implementation goals, success criteria, and launch plans.
• Project Management & Delivery
• Build and maintain detailed project plans, timelines, scopes, and milestones (typical implementations: 20–42 weeks depending on number of modules & project complexity).
• Coordinate internal teams and customer stakeholders to ensure alignment, accountability, and momentum.
• Track progress against milestones; proactively identify risks, dependencies, and blockers.
• Drive mitigation plans, track & maintain issue log & RAID logs, escalate issues as needed.
• Communicate status clearly via weekly internal & external updates, documented action items, and executive-ready summaries.
• Customer Enablement & Readiness
• Ensure customers are properly configured, trained, and operationally ready at go-live.
• Coordinate training sessions, onboarding workflows, and validation checkpoints.
• Partner with Implementation Specialists, Solution Consultants, Customer Success Managers, Product Managers, and Support Specialists to ensure data accuracy and functional readiness.
• Validate go-live criteria and formally transition customers into post–go-live Customer Success Manager ownership.
• Cross-Functional Collaboration
• Partner with Sales during handoff to ensure a smooth transition from deal close to implementation.
• Work closely with Solution Consultants and Implementation Specialists align implementation requirements and timelines.
• Partner with Senior Customer Success Managers to ensure a seamless post–go-live handoff.
• Process, Tooling & Continuous Improvement
• Contribute to the evolution of Toolio’s implementation methodology, templates, and best practices.
• Improve onboarding playbooks, project artifacts, and internal workflows to increase efficiency and consistency.
• Share feedback and learnings to improve product readiness, documentation, and customer experience.

Benefits

• Competitive base salary with performance-based bonus.
• Meaningful early-stage equity.
• Medical, dental, and vision benefits.
• Work From Home stipend to support your remote setup and ongoing home office needs.
• Continuous Learning stipend to invest in professional development, training, courses, and conferences.

What This Job Offers

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