Customer Implementations and Training Lead

Customer Implementations and Training Lead

Salary circa 40k dependent on skills and experience + performance-based bonus

Hybrid - must be able to commute to Leeds office

Type: Full-time, Permanent

We are a fast-growing digital learning and employee engagement company solving the problem of Workforce Readiness. Our SaaS platform empowers enterprise clients across all industries, from automotive to financial services, to measure and activate both employee sentiment and knowledge like never before. We are scaling rapidly, backed by a culture that values innovation, integrity, and measurable impact.

As a Customer Implementation and Training Lead reporting to the Head of Customer Operations, you will own the complete onboarding journey for enterprise customers, from contract signature through to successful go-live. You will manage multiple complex implementation projects, coordinate internal and client stakeholders, deliver customer training, and ensure every customer has an exceptional onboarding experience.

This is a 'hands-on' role, you will be responsible for demonstrating the SaaS platform, training and integration from concept through to fulfilment.

The Role

You'll be managing complex, multi-stakeholder rollouts often into regulated industries with incumbent systems, fragmented internal ownership, and competing timelines. You'll need to hold the critical path, influence without authority, and make good decisions with incomplete information.

Day-to-day, the role encompasses scoping configuration requirements, building implementation plans, running stakeholder sessions, coordinating with product and engineering on technical dependencies, and writing the client-facing communications that keep momentum when things slow down.

In addition to the above, the role will also require the individual to become a product expert and deliver enablement/training sessions to new and existing customers alike. This will cover front to back sessions as well as ad-hoc product update training to the install base.

Key Responsibilities

• Full implementation lifecycle from kick-off through to go-live and CS handover.
• Discovery and scoping calls to translate client requirements into configuration decisions.
• Implementation plans and project trackers maintained in real time
• Stakeholder management across client-side and internal teams, including escalation handling.
• Acceptance criteria definition and UAT coordination.
• Handover documentation that gives the CS team everything they need to own the account.
• Contribution to implementation process improvement like templates and playbooks.
• Training and enablement for internal and external stakeholders.

Skills and Experience

Required

• Educated to degree level
• Demonstrable 3-5 years' experience delivering SaaS implementations or complex technology onboarding projects.
• Confident running client-facing sessions independently. Discovery, kick-off, steering and UAT.
• Strong written and verbal communication; able to translate technical constraint into plain English for non-technical stakeholders.
• Comfortable with ambiguity and capable of prioritising across multiple concurrent accounts.
• Strong organisational skills, your project management doesn't depend on being reminded.
• Experience in enablement/training environments, communicating with large audiences at all levels.

Preferred

• Experience in HR tech, L&D, or adjacent SaaS categories.
• Familiarity with Zendesk, Salesforce, or similar CRM/support tooling.
• Exposure to LMS platforms or workforce training environments.
• Understanding of an enterprise organisation's structure, including L&D, HR and compliance functions.

What success in this role looks like

Six months in, you've got a repeatable rhythm. Your accounts go live on time because you've managed the critical path actively, not reactively. Clients feel like the process is tight and executed to perfection. Handovers to CS are clean enough that the team doesn't need to come back to you to understand an account. You've spotted at least one pattern in how implementations slip and have implemented a process to circumvent these issues in the future.

Training and enablement sessions are delivered with gravitas and leave no uncertainty with the relevant stakeholders. Your knowledge of the platform is second to none and you are the authority on the platform both internally and externally.

Why Join ?

This is a rewarding opportunity to be part of a dynamic SaaS business at a pivotal stage of its growth journey. You will work closely with the CEO, and leadership team, helping to shape the customer lifecycle foundations of a company redefining digital learning and employee engagement in the form of Workforce Readiness.

• Competitive salary and performance-based bonus.
• Hybrid flexibility and a culture built on trust and accountability.
• A high-impact role with real influence and long-term career growth.

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