Principal Client Onboarding & Implementation Manager

About the role

Reporting to the VP of Professional Services, you'll be the most senior post-sales technical delivery resource in North America, owning the end-to-end onboarding and integration of our largest and most complex enterprise clients.

Responsibilities

• Lead onboarding and integration projects for our most complex North American enterprise accounts, managing all internal and external stakeholders to agreed timelines and deliverables
• Create and maintain detailed project plans that account for the complexity of multi-market, multi-stakeholder environments
• Proactively identify and manage risks throughout the project lifecycle, escalating where needed and resolving blockers before they become client issues
• Ensure every integration solves the client's agreed use cases and that all custom-built work is fully documented with clear alerting and maintenance in place
• Drive stakeholder alignment and client confidence
• Build and maintain strong relationships with both technical stakeholders (CTOs, Directors of Digital, tech agencies) and commercial stakeholders (CMOs, Marketing Directors) at enterprise level
• Lead client meetings with clear agendas, structured talk tracks and timely follow-up
• Set and manage expectations clearly throughout — on timelines, deliverables and communication cadences
• Provide regular, accurate visibility on project status and client sentiment to the VP of Professional Services and the wider CS and Sales leadership
• Collaborate across North America and EMEA
• Act as the primary PS contact for the North American CS, Sales and Solutions Architecture teams, providing technical project expertise and joining client conversations when needed
• Work closely with the EMEA Professional Services team, contributing to shared processes, documentation and knowledge
• Feed client and delivery insights back into the product and engineering teams to help shape how we develop and improve the platform
• Raise the bar on PS practice
• Take ownership of reviewing and improving delivery processes, documenting changes and measuring their impact
• Contribute to how we onboard, train and develop the wider PS team
• Share your experience and approach generously. Collaborate with Product to ensure we deliver best-in-class integrations, channelling feedback from the field into roadmap decisions

Requirements

7+ years of technical project management experience in an enterprise SaaS organisation, with a track record of delivering complex integrations for large, multi-stakeholder clients — ideally in retail, ecommerce or MarTech

Technical depth — you have a strong working knowledge of APIs, data feeds and system integrations, and can hold your own with technical stakeholders. You can debug, document and communicate technical requirements clearly without losing the client

Stakeholder gravitas — you're credible and comfortable with senior commercial and technical stakeholders alike. You know how to hold a constructive conversation when priorities conflict and how to drive urgency without damaging relationships

Project management rigour — your plans are detailed, your risk logs are accurate and your clients always know where things stand. You don't let things drift

Retail and ecommerce fluency — you understand how retailers are structured, how their tech stacks work and what they ultimately care about. You can translate platform capabilities into commercial outcomes

Organised and accountable — you manage a complex portfolio without dropping balls. Your documentation is thorough, your stakeholders are informed and your delivery record speaks for itself

A collaborator who operates independently — you're part of a global team but you're the only PS person in your region. You know when to reach out and when to get on with it

Qualifications

Not specified

Skills

Not specified

Benefits

• Unlimited paid time off
• Health Insurance
• Dental
• Vision
• Mental Health Support