Senior Implementation Manager at Coconutsoftware

Our Senior Implementation Managers lead Coconut’s most complex and high-impact customer implementations and phased rollout programs. They own delivery across large enterprise customers and strategic expansion initiatives, guiding work from internal handoff and project kickoff through configuration, enablement, go-live, stabilization, and transition. This role is ideal for someone who can confidently lead enterprise SaaS programs with multiple workstreams, stakeholder groups, dependencies, and risks. You know how to bring structure to ambiguity, build trust with executive and working teams alike, and translate customer goals into clear plans, decisions, and momentum. You are equal parts consultant, project leader, and operator, with the judgment to balance customer outcomes, delivery quality, and commercial discipline. It is a senior hands-on delivery role with a high degree of autonomy, complexity, and influence. While it is not a formal people leadership role, Coconuts at a Senior level are all expected to act as a mentor, trusted partner, and escalation support within their team. This role is for you if you are someone that: • Builds credibility quickly and can lead customers through complex change with confidence and clarity. • Brings calm, structure, and sound judgment to large, multi-stakeholder implementations with competing priorities. • Can zoom out to manage enterprise program risk while staying close to the details that keep delivery on track. • Enjoys helping others grow by sharing best practices, coaching through complex situations, and raising the bar for implementation excellence. • You’re organized, proactive, detail-oriented, and highly accountable, with a strong ability to move complex enterprise programs forward while protecting both customer outcomes and Coconut’s delivery standards. YOU'RE FIRED UP TO: • Lead the successful implementation of Coconut Software solutions for large enterprise customers and the delivery of complex expansion, migration, or phased rollout projects for existing customers. • Own end-to-end project delivery across multiple workstreams, including discovery, planning, configuration, integration coordination, data readiness, testing, training, go-live planning, stabilization, and transition. • Build and manage enterprise project plans, governance structures, communication cadences, milestones, dependencies, risks, decisions, and action plans across internal and external stakeholders. • Facilitate complex discovery, workflow, planning, and enablement sessions with customer stakeholders to define scope, requirements, responsibilities, decisions, success criteria, and rollout sequencing. • Act as the primary implementation lead for enterprise customers, building strong relationships across executive sponsors, project leads, operational teams, and technical stakeholders. • Guide customers through ambiguity, change, and competing priorities by providing recommendations, driving decisions forward, and keeping teams aligned on goals, scope, timing, and next steps. • Partner closely with Sales and Customer Success to ensure customer goals, value drivers, and success metrics remain aligned from pre-sale through post-sale, enabling the team to demonstrate business impact, ROI, and long-term customer value. • Contribute to pre-implementation planning and scoped expansion discussions by helping shape implementation approach, assumptions, dependencies, and effort considerations that inform SOWs and delivery planning. • Maintain strong project-level commercial discipline by managing to scope, identifying out-of-scope work, surfacing change requests, and flagging risks early. • Proactively identify and manage program risks, cross-functional dependencies, customer escalations, and change impacts, escalating when appropriate to protect delivery timelines, customer confidence, and implementation quality. • Support customers through adoption readiness by coordinating training, launch preparation, change management activities, and transition into ongoing Customer Success and Support motions. • Serve as a mentor within the Implementation team by sharing best practices, and supporting escalations when needed. • Contribute to the evolution of Coconut’s implementation methodology, templates, documentation, tooling, and service packages to improve repeatability, scalability, and customer outcomes. • Share customer feedback and recurring implementation themes with internal teams to help improve product, process, and service delivery over time. WHAT YOU BRING TO THE TEAM: • 5-7 years of relevant experience in SaaS implementation, professional services, consulting, onboarding, or project/program management with external stakeholders. • Demonstrated success leading large, complex customer-facing implementations from kickoff through launch and stabilization in a fast-paced environment. • Strong experience managing enterprise customers with multiple stakeholder groups, complex workflows, technical dependencies, and phased or multi-stream delivery. • Exceptional project and program management fundamentals, including planning, facilitation, executive communication, risk management, and decision tracking. • Ability to interpret implementation scope and make sound decisions that balance customer needs, delivery quality, timelines, and commercial realities. • Experience partnering with executive stakeholders and adapting communication style to technical, operational, and leadership audiences. • Experience working in a B2B SaaS environment; financial services, enterprise software, or highly regulated industry experience is an asset. • Technical fluency with concepts such as APIs, webhooks, SSO, integrations, data migration, UAT, system configuration, and environment readiness. • Strong workshop facilitation, change management, and training enablement skills. • Excellent written and verbal communication skills, with the ability to bring clarity and momentum to complex customer situations. • Demonstrated ability to mentor others and positively influence team performance without formal people leadership authority. • Comfortable working in ambiguity and helping shape evolving process, tooling, and implementation strategy as Coconut continues to scale. • Bachelor’s degree in Business, Project Management, Computer Science, or related field, or equivalent proven experience. • PMP or similar project management certification is an asset. This posting is for a vacant position. The expected hiring range for this role is $105,000 - $130,000. The base salary for this position is listed to support candidates to align themselves within the target range. The range is grounded in comprehensive analysis of national compensation data for similar roles and company sizes in the technology sector, alongside a review of our internal compensation framework to ensure pay equity across the company. Note that ranges may evolve over time. We aim to provide a fair offer and hire within this specified range. The final offer for this position will take a candidate's background, experience, skills, and internal equity into consideration. Top performers’ compensation will be reviewed annually, as part of our Performance Acceleration program (Performance Reviews, Compensation Reviews, etc.). Our Investment in You: • Find your flow with Cabana Days. We offer flex-time and flex-days so you can recharge and be your best self. We empower our team to prioritize their well-being, knowing that a well-rested team is a productive one. While we offer this flexibility, our commitment to service excellence is unwavering. This benefit comes with a shared responsibility: our customers are our top priority. We ask that you remain available and responsive on flex-days, as needed, to ensure our customers' needs are always met promptly. • Ability to do your job in a supported, but flexible environment • Supported professional development, learning, & career opportunities - be supported in your growth journey! • Regular 1:1 coaching with your leader and regular connection to a passionate executive team • Work in a team big enough for growth but lean enough to make a real impact A full range of benefits to keep you happy & healthy; • Competitive Salaries - we pay fairly based on experience and expertise, not your ability to negotiate! • Health & Dental Benefits, Virtual Care, & Disability top up - all starting from day 1! • Virtual mental health and EAP platform • WealthSimple GRSP & Matching • Annual Wellness Benefit ($1000 per year) • Opportunity to work remote - anywhere in Canada! • Employee Options - everyone shares in our success! • Internet Subsidy on each paycheck • Tiki Bucks Incentive Program - everyone is entitled to earn bonuses! • A People First Company - 4.2 rating on Glassdoor • "Most Admired Corporate Cultures" (2024) and ranked #22 in "Best Workplaces in Canada" (2025) in company size category Who we are and What we do: Mission To build Intelligent Branch Solutions that deliver the outcomes financial institutions care about - streamlining operations, enhancing customer experiences, and empowering staff to focus on what matters most. Values Collaboration. Honesty. Empathy. Elevate. Resilience. Service Excellence. Coconut Software makes it effortless for customers to connect with their bank or credit union. Our appointment scheduling, queue management, and video banking solutions are used by leading financial institutions across North America, including RBC, Arvest Bank, Vancity, and Rogue Credit Union. Organizations that use Coconut benefit from a seamless customer experience that improves NPS, reduces wait times, and increases conversion rates. To date we have raised close to 40M and have been doubling revenue year after year. The team at Coconut has ambitious growth plans to continue to scale the business to new heights by owning the North American market and delivering innovative solutions to our customers. Coconut has a company culture that is best in class. We foster a community that is unconditionally inclusive, and in return ask that our people contribute their differing perspectives, ideas and experiences for one common purpose: to advance the way people live and work in an environment of diversity, equity and inclusion and workplace belonging. Some recent awards we're proud of include: Coconut Software is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2005. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, assessing responses, or synthesizing interview notes. These tools assist our talent team but do not replace human judgment. Final hiring decisions are always made by humans. If you would like more information about how your data is processed, please talk to your Talent Partner. We believe in using AI thoughtfully and transparently, so we ask candidates to take the same approach and disclose the use of AI at any stage in their application or interview process.