Referment
Customer Implementation Manager (DA22C5C)
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Referment is working with a fast-growing technology company providing software to charities, community organisations, and public sector customers.
They're looking for a Customer Implementation Manager to take ownership of new client onboarding and help customers successfully adopt the platform. This role is based in our London office 4 days a week, so being local to London or willing to relocate is essential.
This is a hands-on role combining implementation, customer success, project management, and process improvement. You'll work with multiple customers simultaneously, taking them from initial kick-off through to successful launch and ongoing adoption.
The customer base is varied and often non-technical, so the ability to understand problems, explain technology simply, and build strong relationships is just as important as traditional SaaS experience.
The Role
Customer Onboarding & Implementation
- Taking full end-to-end ownership of customer implementations from initial kick-off through to go-live and ongoing adoption.
- Managing multiple concurrent client projects and priorities, typically handling 6-8 engagements at any one time.
- Breaking complex implementations into clear, manageable phases.
- Setting timelines and managing customer expectations.
- Understanding how customers currently operate and helping them translate their requirements into effective use of the platform.
- Training users with varying levels of technical confidence, adapting your communication style for non-technical administrators.
- Helping customers adopt new functionality and get increasing value from the product.
- Identifying issues that genuinely affect implementation and prioritising them appropriately.
- Supporting data migrations, API integrations, and other technical aspects of onboarding.
- Visiting customers where required to understand how they work in practice.
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Customer Operations & Process Improvement
- Building and standardising scalable, repeatable customer onboarding processes and documentation from scratch.
- Producing client-facing process maps, solution documentation, and roadmaps.
- Help manage customer support and resolve issues.
- Identify opportunities to automate repetitive work.
- Track customer feedback and feature requests.
- Work closely with the product and engineering teams to communicate customer priorities.
- Identify patterns across customer feedback and turn them into useful product insights.
- Help develop scalable customer success processes as the customer base expands.
What We're Looking For
You could already be working within Customer Success, Implementation, Onboarding, Professional Services, or as a CRM Consultant, but we're equally interested in people who have developed the right skills elsewhere. What matters most is your implementation methodology rather than expertise in a specific SaaS platform.
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Requirements
- The ability to work on-site in our London office 4 days a week.
- Proven experience managing multiple concurrent implementations simultaneously.
- Direct experience working with charities, non-profits, or the public sector (e.g. NHS, government agencies).
- A track record of taking clients through the full end-to-end onboarding lifecycle.
- Excellent customer communication and relationship-building skills.
- Confidence working with customers who aren't particularly technical and the patience to teach new systems clearly.
- Strong problem-solving skills and the confidence to challenge a customer's proposed solution when necessary.
- A structured approach to project delivery and the ability to turn recurring work into documented processes.
- Comfort working within a fast-moving and changing environment.
Preferred Skills
- Strong technical implementation experience, particularly with data migrations, historical data conversion, and API integrations.
- Experience building onboarding documentation, guides, and scalable processes from the ground up.
This could suit a Customer Success Manager, Implementation Manager, Customer Onboarding Manager, Implementation Consultant, or Project Manager, as well as someone looking to move into technology from another client-facing environment.
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