Customer Implementation Manager - Team Leader

TL;DR

Customer Implementation Manager - Team Leader (SaaS): Transforming the implementation function into a consulting practice, guiding CIMs to deliver measurable client success, efficiency, and value. Focus on operational excellence, capability building through coaching, performance management, and cross-functional collaboration to optimize margins and client satisfaction.

Location: Remote (Toronto / Halifax / Montreal / Québec / Ontario, Canada)

Company

Leading AI-powered event platform designed to drive revenue growth and foster connections at in-person and hybrid events.

What you will do

• Lead and coach CIM team on day-to-day operations, ensuring workload balance, disciplined execution, and delivery efficiency across projects.
• Validate quotes vs. scope, handover completeness, and project allocation within your region.
• Drive skills development, promote best practices, and analyze performance data to elevate team to consultative experts.
• Own performance management, KPI reviews, feedback, and corrective actions for consistent service quality.
• Collaborate with Sales, CAMs, Solution Design, Marketing, and Product teams to align delivery, refine offerings, and articulate service value.
• Support integration of Exhibitor Marketplace and new features to drive client engagement and monetization.

Requirements

• Strong background in implementation, consulting, or solution delivery, ideally in SaaS or event tech.
• Proven experience managing teams of 5-10 implementation consultants, with track record in talent development and process structuring.
• Ability to manage complex project portfolios, coach teams, and connect delivery to financial performance (margins, utilization).
• Skilled in stakeholder communication, process design, performance tracking, and balancing client satisfaction, efficiency, and profitability.

Nice to have

• Experience in event tech environment.

Culture & Benefits

• Remote-first policy with HQ in Paris and international team of 40+ nationalities.
• Generous PTO, 100% health insurance covered, work-from-home and co-working budgets.
• Learning budget, mental health initiatives, in-person social gatherings.
• Open-minded, feedback-driven culture emphasizing curiosity, ownership, resilience, and diversity.

Hiring process

• Screening interview with recruiter.
• Remote exercise to assess skills.
• Manager and leadership reviews.
• Reference check and offer.