Senior Implementation Manager

Senior Implementation Manager

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.