# Implementation Manager

**Company:** [Circit Limited](http://jobs.workable.com/companies/nTurVzZkspFgYcywriZjAg.md)
**Location:** London, United Kingdom
**Workplace:** hybrid
**Employment type:** Full-time
**Department:** Customer Success

[Apply for this job](http://jobs.workable.com/view/8f719d2a-0ddb-49d6-8433-b3725dac4204)

## Description

Circit is a Series B B2B SaaS company on a mission to make business verifiable in real-time. We have built a global asset verification platform trusted by Big Four firms, global banks and their corporate clients to transform audit and financial workflows.

Our growth has been powered by strong product-market fit and powerful network effects across auditors, financial institutions and corporates. As our platform scales globally, the speed and quality with which we bring new customers to value has become a critical operational advantage.

We are building out a dedicated Implementation function sitting within the COO organisation, with a clear and focused mission: get customers live, confident and successful on Circit as quickly as possible.

This team operates as a specialist delivery , which handles both pilots and full roll outs. A well-run implementation is critical to the future success and growth of the account. Once a customer is live, stable and in a healthy state, they graduate to the Customer Success team who own the long-term relationship. Implementation is the engine that makes that handover possible.

We are looking for an Implementation Manager to own the customer journey from kick-off through to a successful, well-documented handover — delivering a consistent, high-quality experience across both direct rollouts and pilot engagements that sets every customer up to thrive. 

As Implementation Manager for the European market, you will own the end-to-end customer journey from kick-off through to handover to Customer Success, across two types of engagement: direct rollouts, where customers are ready to go live immediately, and pilot programmes, where a successful implementation is the key factor in a larger commercial decision. You will sit within the Implementation team under the COO, working closely with cross-functional teams to deliver a structured, technically rigorous and customer-first experience in both tracks.

You are the face of Circit for new customers in their most critical early weeks. You will run kick-offs, manage timelines, coordinate internal resources, deliver training and own the relationship until the customer is healthy, active and ready to transition to Customer Success.

You will work across some of the world's most prestigious financial institutions and accounting firms — managing complex, multi-stakeholder implementations while continuously improving the playbooks and processes that allow the team to scale.

## Requirements

**Implementation & Pilot Management**

-   Own the customer journey from kick-off through to successful handover to Customer Success across both direct rollouts and pilot engagements, ensuring every account reaches a clearly defined healthy state.
-   Lead kick-off sessions, project planning and stakeholder alignment with new customers from Day 1.
-   Ensure that the account is configured in such a way that allow for maximum growth potential in future years.
-   Manage multiple concurrent implementations across enterprise and mid-market accounts — some direct rollouts, some pilots — coordinating timelines, milestones and resources across the wider Implementation team.
-   For pilot engagements, work closely with Sales to define success criteria upfront, scope the configuration and ensure the pilot is structured to demonstrate clear, measurable value — giving the customer everything they need to make a confident commercial decision.
-   On pilot engagements, own the relationship and momentum throughout — tracking progress against agreed success criteria and ensuring any issues are resolved quickly so they don’t jeopardise the commercial outcome.
-   Manage the technical configuration and product customisation required for each engagement — whether a direct rollout or a pilot — tailoring the platform to each customer’s specific workflows and requirements.
-   Deliver engaging product training sessions (remote and on-site) for end users, champions and admin teams.
-   Own the post-go-live Hypercare period, monitoring adoption and resolving issues until accounts meet the health criteria required for CS handover.
-   Maintain clear, accurate handover documentation so Customer Success can take over relationships with full context and confidence.

**Product Expertise**

-   Develop deep, comprehensive knowledge of the Circit platform — every workflow, configuration option and feature — so you can confidently guide customers through any scenario they encounter.
-   Use that product knowledge to recommend the right configuration and setup for each customer — understanding their specific workflows, team structures and use cases well enough to tailor the implementation accordingly.
-   Deliver high-quality, credible product training that goes beyond the basics — anticipating customer questions, explaining the “why” behind features and helping teams build genuine confidence in the platform.
-   Stay current as the product evolves — proactively learning new features, understanding their implications for existing customers and updating onboarding materials and training to reflect the latest platform capabilities.
-   Act as an internal product authority within the Implementation team, helping colleagues navigate edge cases and sharing knowledge that raises the bar for the whole team.

**Team Collaboration & Coordination**

-   Collaborate closely with product, sales, support and customer success to coordinate workstreams, share load effectively and deliver consistent outcomes.
-   Work with the COO and leadership team to refine handover criteria, processes,  and maintain a clear definition of a ‘healthy’ account ready for Customer Success, across both rollout and pilot tracks.
-   Partner with the Customer Success team to ensure smooth, well-informed transitions and a seamless experience for the customer throughout.
-   Work closely with Sales on both tracks — ensuring clean handovers with the right customer context for direct rollouts, and on pilot engagements, maintaining alignment on success criteria and providing visibility throughout so the broader commercial relationship is well managed.

**Playbooks, Process & Continuous Improvement**

-   Build and refine onboarding SOPs, implementation guides and customer-facing documentation to support a growing volume of onboardings.
-   Identify patterns across implementations to reduce time-to-value, remove friction and improve the consistency of outcomes.
-   Contribute to scalable onboarding tooling, portal content and self-serve resources that reduce manual effort and improve the customer experience.
-   Maintain accurate project records and reporting within CRM and project management tools (Hubspot, Asana)

**Voice of the Customer**

-   Surface insights from onboarding engagements to inform product improvements, support resources and operational decisions.
-   Identify expansion signals during onboarding and flag them appropriately to the Customer Success or Account Management team.
-   Represent the customer's perspective in internal conversations, advocating for changes that improve time-to-value and reduce early-stage churn risk.

**QUALIFICATIONS AND EXPERIENCE**

We are looking for someone who brings structure, initiative and genuine customer empathy to every implementation. You are highly organised, confident managing complexity, and motivated by seeing customers succeed.

-   3–6 years of experience in a customer-facing role in B2B SaaS — ideally in onboarding, implementation, professional services or technical project management.
-   Experience managing enterprise pilots or proof-of-concept engagements in a commercial context is a strong advantage — you understand that a well-run pilot is as much about confidence-building as it is about technical delivery.
-   Proven ability to manage complex, multi-stakeholder onboarding or implementation projects end-to-end, with clear accountability for outcomes.
-   Experience running enterprise pilots or proof-of-concept engagements is a strong advantage — you understand how to structure them for success and what it takes to move a customer from evaluating to committed.
-   Comfortable working within a team, coordinating effectively across different skill sets.
-   Strong project management skills — you can run multiple workstreams simultaneously and keep projects on track without losing sight of the customer experience.
-   Excellent communication and stakeholder management skills — comfortable presenting to senior audiences, managing expectations and building rapport at all levels.
-   Experience working with enterprise or regulated-industry customers is a strong advantage (audit, financial services, legal or similar).
-   Familiarity with onboarding or project management tooling (e.g. HubSpot, Stonrylane, Asana or similar).
-   A builder’s mindset — you improve processes as you go, not just follow them.
-   A genuine curiosity for product — you take pride in knowing the platform inside out and see deep product knowledge as a core part of doing this role well.
-   Comfortable in a fast-paced, scaling environment where structure is still being built and initiative is rewarded.

## Benefits

This is a unique opportunity to join a newly formed, high-impact function at the operational core of Circit's growth — with the autonomy to shape how world-class implementations are delivered at scale.

-   Competitive salary
-   Healthcare and pension
-   Hybrid and flexible working
-   High autonomy and ownership within a specialist delivery team
-   Opportunity to build and refine the onboarding practice from an early stage
-   Work with some of the world's leading financial institutions and accounting firms
-   Be part of a mission-driven, Series B company at an exciting inflection point