Customer Implementation Manager

United Kingdom·Londonmid

OtherCustomer Implementation Manager

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Quick Summary

Overview

Full-time, London (Hybrid, 3 days in the office). Checkfirst is on a mission to help regulated companies do better with the help of AI. Our platform frees up time for teams to focus on meaningful work, while making the world a safer place.

Key Responsibilities

Project delivery Own day-to-day delivery of implementation projects from kickoff to go-live Develop and manage project plans, timelines, milestones, and success criteria Manage scope, identify risks, and make trade-off decisions to keep projects on…

Requirements Summary

Experience 5+ years in implementation, delivery, or customer-facing project management roles, or equivalent experience Experience with B2B SaaS implementations or digital delivery for enterprise customers Proven track record of managing multiple…

Technical Tools

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Full-time, London (Hybrid, 3 days in the office).

Checkfirst is on a mission to help regulated companies do better with the help of AI. Our platform frees up time for teams to focus on meaningful work, while making the world a safer place.

Our AI-native SaaS platform transforms how enterprise clients manage testing, inspection and certification (TIC). We help our customers move faster and improve quality by automating complex manual workflows. This makes the entire experience better for their customers and employees.

We're a fast-growing, AI-native company, already working with major clients across Europe. We iterate quickly, listen closely to customers, and care deeply about building great software with real impact.

Why Checkfirst

This is a unique opportunity for someone who wants to:

Lead customer implementations from day one in a fast-growing, early-stage company
Own the success of multiple customer projects
Partner closely with experienced teammates in a collaborative, high-trust environment
Deeply understand customer processes and requirements and influence product direction based on real implementation insights
Shape how we onboard customers and build repeatable playbooks as we scale
Develop your craft and grow into a senior or leadership role as the team expands
Be a part of an AI-native SaaS platform, solving complex problems for regulated enterprises with the help of exciting new technology

We value clarity over ceremony, autonomy over micromanagement, and direct communication over politics. Day to day work involves close collaboration with customers, a strong sense of ownership, and a focus on shipping software that solves real operational problems in complex, regulated environments.

You'll have real ownership over customer outcomes, direct access to leadership, and the chance to define how we deliver value to enterprise customers.

Key Responsibilities

Project delivery

Own day-to-day delivery of implementation projects from kickoff to go-live
Develop and manage project plans, timelines, milestones, and success criteria
Manage scope, identify risks, and make trade-off decisions to keep projects on track
Lead regular status meetings with customers and internal teams
Ensure quality delivery within agreed timelines and budget parameters

Customer engagement and process analysis

Conduct discovery sessions to understand customer workflows, pain points, and business objectives
Map customer processes to platform capabilities and identify gaps
Guide clients on best practices and recommend process improvements for optimal platform utilisation
Build strong relationships with customer stakeholders and champions

Cross-functional coordination

Coordinate with solutions engineers on technical requirements and delivery
Work with product managers to flag feature gaps and prioritise customer needs
Collaborate with account managers on commercial aspects and scope changes
Engage quality assurance teams to ensure thorough testing of customer configurations
Facilitate clean handovers to customer support teams post-implementation

Functional solution design

Define high-level implementation approach including phasing and rollout strategy
Determine what can be achieved through configuration vs. requires custom development
Document functional requirements and user stories for technical teams
Work with engineering to define integration requirements and approach
Validate delivered solutions against customer requirements

Data mapping

Review customer data exports (Excel, CSV) to understand what information they have and identify gaps or quality issues
Map customer data fields to our platform at a business level (e.g., their "Inspector Name" maps to our "Auditor" field)
Work with customers to clarify data definitions or obtain missing information
Partner with engineering to explain data transformation needs in plain language

Qualifications

Experience

5+ years in implementation, delivery, or customer-facing project management roles, or equivalent experience
Experience with B2B SaaS implementations or digital delivery for enterprise customers
Proven track record of managing multiple concurrent customer projects
Background in process mapping, requirements gathering, or business analysis
Experience gathering, analysing, and mapping customer data in digital projects
Bonus points for experience in Testing, Inspection and Certification or other compliance-heavy industry experience

Skills

Strong project management capabilities
Excellent stakeholder management and communication skills
Ability to translate business requirements into functional specifications
Strong analytical skills, able to understand data structures and work with data samples
Comfortable with technical concepts and working with engineering teams
Problem-solving mindset with ability to navigate ambiguity

Competencies

Customer-centric approach with empathy for user challenges
Comfortable with fast-moving and dynamic reality of an early-stage startup
Organised, detail-oriented, and able to manage competing priorities
Proactive communicator who escalates issues appropriately
Collaborative team player who can influence without authority

Next steps

If you’re excited by the idea of shaping an AI-first platform that helps companies do meaningful work and make the world a safer place, then we’d love to hear from you.

Please apply directly with your CV if this sounds like a good fit for you!

Recruiters: We are not working with external recruiters for this role. Please do not contact us.