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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. Bulgaria's first unicorn, Payhawk is scaling rapidly and hiring top talent across all functions.
As Implementation Manager, you will own the complete customer lifecycle from onboarding through adoption and retention. Your core 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 aligned with SLAs. Manage both external and internal stakeholders throughout the process. Maximize adoption during implementation by aligning setup with business needs so customers see value quickly.
**Driving Adoption & Retention**
Use product data and insights to optimize customer setups and use cases, ensuring they continue extracting value from Payhawk. Help customers scale their usage as their business grows or needs change, providing expert guidance on setup adjustments and new feature adoption. Act as a trusted advisor, aligning Payhawk's capabilities with internal processes to help customers reach desired outcomes. Contribute to retention by driving high contract utilization, product adoption, and customer satisfaction.
**Continuous Improvement & Collaboration**
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. Hand off qualified upsell opportunities to Account Executives. Work closely with cross-functional teams to stay aligned and maximize 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 fully. Native or near-native Dutch language proficiency. Excellent verbal and written communication skills with ability to explain complex concepts clearly and concretely. Strong organizational skills and attention to detail. Fast learner who thrives in fast-growing environments. Ability to prioritize and multitask across multiple clients and colleagues. Nice-to-have: Experience in the fintech industry.
