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Payhawk is an AI-powered spend management platform serving finance teams across 32+ countries. The platform unifies corporate cards, expense management, procurement, and accounts payable, with AI as core infrastructure. Payhawk is Bulgaria's first unicorn and continues to scale rapidly.
In this Implementation Manager role, you will be responsible for bringing new customers live on Payhawk and ensuring they extract maximum value from the platform over time. You will own the complete customer lifecycle from initial onboarding through adoption and retention.
Key responsibilities include:
**Customer Onboarding & Implementation**: Lead onboarding for new customers by understanding their needs, configuring their Payhawk accounts, and delivering tailored training. Build and execute project plans for each customer to ensure smooth, on-time implementations that meet SLAs while managing both external and internal stakeholders. Maximize adoption during implementation by aligning setup with business needs.
**Driving Adoption**: Use product data and insights to optimize customer setups and use cases, ensuring customers continuously extract value from Payhawk. Help customers scale their usage as their business grows or needs evolve, providing expert guidance on setup adjustments and new feature adoption.
**Customer Success & Retention**: Act as a trusted advisor, helping customers align Payhawk's capabilities with their internal processes to achieve desired outcomes. Drive retention through high contract utilization, product adoption, and customer satisfaction.
**Continuous Improvement**: Collect customer feedback on product improvements and feature requests, sharing insights with Product teams. Identify and propose process improvements to enhance onboarding and adoption workflows.
**Cross-functional Collaboration**: Identify and hand off qualified upsell opportunities to Account Executives. Work closely with cross-functional teams to stay aligned and deliver maximum customer value.
**Requirements**
Must-have:
- 2+ years as a Customer Success Specialist or Project Manager in a high-growth SaaS environment, or a recent degree in a relevant field
- Technical confidence to understand the software in full
- Native or near-native Dutch language proficiency
- Excellent verbal and written communication skills
- Ability to explain complex concepts in concrete, easy-to-understand ways
- Strong organizational skills and attention to detail
- Fast learner who can keep pace in a fast-growing environment
- Ability to prioritize and multitask across clients and colleagues
Nice-to-have:
- Experience in the fintech industry
