SaaS Implementation & Client Success Lead

AstraZeneca

2d • $172,466 - $258,700 • Remote

About The Position

As an Implementation and Success lead, the role owns an implementation from kick-off to close-out. You are the accountable delivery lead - the primary point of contact for the customer on delivery, the person who holds the plan and the risk, and the one who ensures the team around you is coordinated and on track and that the customer stays confident. It is a hands-on role; you are close enough to the build and rollout to spot problems before they advance. Accountability does not shift at debut— it continues through hypercare close-out. This role is the engine that turns a signed contract into a live, adopted solution. You will be joining a team that is scaling. There is no fully established playbook to inherit. Part of this role is contributing to how we deliver — detailing what works, improving what doesn’t, and helping us get better as we grow.

Requirements

• Demonstrable track record of delivering SaaS implementations on enterprise platforms in regulated industries
• Has delivered while a product was still maturing — experienced with implementation risk that originates in adoption rate, customer and or timeline
• Structured delivery field: can show a real delivery plan, a maintained RAID log, and genuine risk decisions made under pressure
• Experienced running multiple concurrent implementations with different deployment models
• Knows how to hold delivery quality when the environment is ambiguous and there is no established playbook to follow
• Has managed sophisticated customers with high governance standards — pharma, life sciences, or similarly regulated enterprise environments
• Surfaces risk early and directly; does not manage it away to protect the relationship
• Communicates delivery status, product constraints, and timeline risk honestly — including when the message is uncomfortable
• Has held sponsor-side Digital and Data collaborator relationships at programme level
• Builds trust through delivery, not through reassurance
• Technically literate enough to lead engineers, read a data model, and understand integration dependencies — without being an engineer
• Comfortable engaging with Product Engineering on build sequencing, release scope, and configuration constraints
• Understands how AI-enabled product features affect implementation sequencing and data readiness
• Can identify when a product gap requires critical issue and frame it clearly for both technical and non-technical audiences
• Brings structure to environments that do not yet have it — does not wait to be given a framework
• AI tooling is part of their current workflow for delivery planning and project management — not an aspiration
• Comfortable contributing to process development alongside live delivery
• Resilient under competing pressure from customer, commercial, and product directions simultaneously
• Bachelor's Degree
• 7+ years of minimum experience
• Delivery of SaaS implementations on enterprise platforms — not just managed projects within a vendor-delivered model
• Shown experience to work on evolving products
• Active Technical Literacy is active, not passive
• Demonstrated work in pharma, life sciences, or a regulated enterprise environment

Responsibilities

• Managing customer implementations end to end across your active portfolio
• Owning the delivery plan, achievements, dependencies, and RAID log for each study — actively, not administratively
• Coordinating Solution Engineers, testers, and Product Engineering to keep builds on track
• Acting as the primary customer contact for delivery status, risk, and blocking issue throughout implementation
• Identifying where product development timelines or release scope build delivery risk — and managing that risk transparently with customers and internally
• Adapting delivery approach across deployment models — forward deployed, guided, and self-serve
• Closing out hypercare cleanly: lessons captured, handover detailed, no lingering post-go-live noise
• Contributing to the delivery playbook — documenting approach, flagging gaps, helping the team learn

Benefits

• short-term incentive bonus opportunity
• equity-based long-term incentive program
• commission payment eligibility
• qualified retirement program [401(k) plan]
• paid vacation and holidays
• paid leaves
• health benefits including medical, prescription drug, dental, and vision coverage

What This Job Offers

• Job Type: Full-time
• Career Level: Senior