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Payhawk is a global spend management platform serving fast-growing and multinational companies across 32 countries. The company combines corporate cards, reimbursable expenses, and accounts payable into a single product, backed by top-tier investors including Lightspeed Venture Partners and Greenoaks.
As an Implementation Manager, you will be a critical member of the Customer Success organization, responsible for driving customer adoption and delivering measurable value throughout the customer lifecycle. This role bridges technical setup with strategic customer outcomes, combining deep product knowledge with insights into customer business processes.
Key responsibilities include leading customer onboarding by understanding needs, configuring accounts, and delivering tailored training; developing and executing customized project plans aligned with SLAs while managing internal and external stakeholders; and ensuring new customers quickly realize value through maximized adoption during implementation.
You will drive continuous customer adoption by using product data to identify optimization opportunities, helping customers scale usage as their businesses grow, and providing expert guidance on setup adjustments and new functionalities. You'll act as a trusted advisor, aligning Payhawk's capabilities with customer internal processes to achieve desired outcomes while contributing to retention through high contract utilization and satisfaction.
The role also involves gathering customer feedback for product improvements, identifying process enhancements, and collaborating with Account Executives to identify upsell opportunities. You'll work closely with cross-functional teams to ensure alignment and maximum customer value delivery.
Required qualifications include 2+ years as a Customer Success Specialist or Project Manager in a high-growth SaaS environment (or recent graduate with relevant degree), tech-savviness with ability to understand software deeply, native or near-native English proficiency, excellent verbal and written communication skills, strong organizational and detail-oriented abilities, fast learning capability, and ability to prioritize and multitask. Fintech industry experience is preferred.
