Implementation Manager (Customer Success)

Our client, a software company, is seeking a Customer Success/Implementation Manager. This is a remote position but the office is based in NYC.


  • Training and onboarding of new clients with a concierge-style approach
  • Assisting clients with configuring and customizing their IRIS CRM site to fit their organizations needs
  • Working alongside developers and product managers to quickly complete tasks
  • Acting as the point of contact during the 8-week new client implementation period
  • Training and support for internal staff of clients during the implementation period
  • Using Trello to manage the client-facing implementation process
  • Responding to client questions and troubleshoot issues through Zoom, Trello, email, and phone in a timely and accurate manner
  • Creating JIRAs for bugs, incidents, and new features/improvements for developers that are reported by clients


  • Minimum completion of a Bachelor’s degree
  • 2+ years of experience implementing or supporting SaaS software
  • Experience working in a CRM on a daily basis
  • Excellent verbal and written communication and problem solving skills
  • Strong sense of curiosity and interest in learning the ins-and-outs of the product in detail
  • Patience and finesse with handling frustrated and non-technical clients

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