At PlotBox, we’re transforming how cemeteries, crematoria, and funeral homes manage their operations through powerful, modern software.

We’re looking for a Senior Implementation Manager to lead complex and strategically important customer implementations, ensuring customers successfully adopt PlotBox and realise value from their investment.

As a Senior Implementation Manager, you’ll take ownership of the end-to-end implementation experience, from initial planning and discovery through to go-live and transition into long-term support. You’ll work with customer stakeholders at all levels, including senior leadership, while coordinating specialist teams across PlotBox to deliver successful outcomes.

Alongside managing your own portfolio of implementations, you’ll bring experience and judgement to the wider Implementation team—supporting colleagues, helping resolve complex project challenges, and improving the processes and best practices that enable us to deliver consistently at scale.

What You’ll Do

Lead Complex Customer Implementations

• Own the end-to-end delivery of multiple customer implementations, including complex, high-value or strategically important projects.

• Build and manage detailed implementation plans, timelines, dependencies and milestones aligned with customer outcomes and contractual commitments.

• Lead discovery and confirm project scope, requirements, responsibilities and success measures from the outset.

• Proactively identify project risks, dependencies and potential blockers, putting appropriate mitigation plans in place.

• Manage scope changes effectively, assessing their impact on timelines, resources, cost and customer expectations.

• Take ownership of escalations and navigate challenging project situations to maintain momentum and achieve successful outcomes.

Build Strong Customer Relationships

• Act as the primary implementation contact and trusted partner for customers throughout their implementation journey.

• Build effective relationships with stakeholders ranging from operational users through to senior customer leadership.

• Lead regular project and governance meetings, ensuring decisions, actions, risks and dependencies are clearly understood.

• Communicate project status, risks and recommendations confidently to both customer and internal leadership.

• Challenge customers constructively where required, using your implementation experience to guide them towards effective solutions and best practice.

• Manage expectations confidently while maintaining strong, collaborative customer relationships.

Drive Solution Delivery & Adoption

• Develop a strong understanding of customer operations and translate their business processes into effective PlotBox solutions.

• Guide customers through data migration, workflow optimisation, system configuration, integrations, testing and organisational readiness.

• Coordinate specialist teams including Data Conversion, Mapping, Product and Technical teams to ensure accurate and timely delivery.

• Oversee customer data validation, issue resolution and User Acceptance Testing (UAT), ensuring customers are ready for go-live.

• Deliver or coordinate effective customer training and support adoption across customer teams.

• Assess implementation readiness and make informed recommendations around go-live risks and dependencies.

• Ensure customers transition successfully from implementation into long-term support and ongoing customer relationships.

Deliver Commercial & Operational Outcomes

• Understand the commercial position of your projects and make delivery decisions that balance customer outcomes with PlotBox's commercial objectives.

• Monitor implementation performance including project costs, billable utilisation, resource requirements and revenue recognition.

• Identify risks to project timelines, scope and commercial performance early and take appropriate action.

• Work cross-functionally to resolve complex delivery challenges and ensure clear ownership of actions.

• Use project data and implementation insights to identify opportunities to improve delivery performance and customer outcomes.

Strengthen How We Implement

• Act as an experienced point of support for Implementation Managers and Associate Implementation Managers.

• Share knowledge, lessons learned and best practice across the Implementation team.

• Support colleagues in navigating complex projects, customer conversations and escalations.

• Contribute to the development of implementation methodologies, templates, tools and playbooks.

• Identify recurring implementation challenges and work with relevant teams to develop scalable solutions.

• Feed customer and implementation insights back into Product, Operations and other teams to improve the customer experience.

• Support the continued development of a consistent, scalable and high-performing implementation function.

What we're looking for :

• 5+ years' relevant experience, with significant experience delivering SaaS software implementations, onboarding programmes or comparable customer technology projects.

• Demonstrable experience leading complex, multi-stakeholder customer implementations from discovery through to successful go-live.

• Strong project management skills with experience managing scope, timelines, dependencies, resources, risks and competing priorities.

• Experience managing multiple customer-facing projects simultaneously with a high degree of autonomy.

• Strong understanding of SaaS platforms and the software implementation lifecycle.

• Experience translating customer business processes and requirements into practical system solutions.

• Strong commercial awareness and an understanding of how project decisions can impact cost, resource utilisation, revenue and customer outcomes.

Desirable Experience

It's not a deal breaker, but ideally you'll also have:

• Experience implementing complex or enterprise SaaS platforms.

• Experience with process documentation, workflow mapping and change management.

• Practical experience leveraging AI tools and AI-driven workflows to streamline onboarding, automate administrative tasks, and optimize project delivery timelines.

• Experience delivering virtual and in-person customer training.

• Experience with CRM, project management and SaaS onboarding tools.

• Technical aptitude for API integrations and complex software configurations.