We’re seeking an Implementation Manager to lead customers through successful implementation projects. This highly collaborative role bridges project management, customer success, and technical coordination. You’ll work closely with Cerby’s customers and internal teams—Customer Success, Solutions Engineering, Product, and Engineering—to ensure projects are delivered on time, within scope, and aligned with customer goals.
Key Responsibilities
Project Management & Delivery
- Own the end-to-end implementation project lifecycle from kickoff through go-live.
- Develop and manage project plans, timelines, and deliverables across multiple customers.
- Coordinate cross-functional efforts across Engineering, Solutions, and Support to remove blockers.
- Track project health and proactively address risks, dependencies, and delays
- Maintain clear documentation and status updates for internal and external stakeholders
Customer Engagement & Success
- Serve as the main point of contact during onboarding and implementation
- Drive value delivery and success metrics
- Facilitate discovery sessions to understand customer environments, objectives, and constraints.
- Translate customer goals into implementation milestones and success criteria.
- Ensure strong communication and alignment with customer stakeholders throughout the engagement
- Partner with CSMs to ensure a smooth handoff to post-implementation support and account management
Implementation Coordination
- Coordinate technical configuration tasks, including integrations with identity providers (e.g., Okta, Azure AD), and Cerby’s platform features.
- Guide customers through security validation and account provisioning workflows
- Monitor early product usage and adoption signals during the onboarding phase.
- Collect and relay customer feedback to Product and Engineering to inform future improvements.
Enablement & Process Optimization
- Help develop onboarding playbooks, templates, and internal documentation
- Identify opportunities to improve delivery efficiency, predictability, and customer satisfaction
- Contribute to the development of customer-facing resources, including training and FAQ content
Qualifications
- Bachelor’s degree in Business, Information Systems, or a related field (or equivalent experience)
- 5+ years of experience in project management, implementation, or customer onboarding roles
- Experience managing technical SaaS implementations, preferably in Identity, Security, or IT infrastructure
- Strong organizational skills with a track record of managing multiple concurrent projects
- Clear, confident communicator with strong stakeholder management and presentation skills
- Comfortable collaborating with technical teams and translating between technical and non-technical audiences
- Familiarity with identity and access management (IAM), SSO, or SaaS integrations is a plus
Nice to Have
- PMP, CSM, or other relevant project management certifications
- Experience in high-growth SaaS or cybersecurity environments
- Familiarity with ZeroTrust security concepts, SCIM, or authentication protocols (SAML, OAuth)