Customer Implementation Manager England

Full-time, London (Hybrid, 3 days in the office).

Checkfirst is on a mission to help regulated companies do better with the help of AI. Our platform frees up time for teams to focus on meaningful work, while making the world a safer place.

Our AI-native SaaS platform transforms how enterprise clients manage testing, inspection and certification (TIC). We help our customers move faster and improve quality by automating complex manual workflows. This makes the entire experience better for their customers and employees.

We're a fast‑growing, AI‑native company, already working with major clients across Europe. We iterate quickly, listen closely to customers, and care deeply about building great software with real impact.

This is a unique opportunity for someone who wants to:

• Lead customer implementations from day one in a fast-growing, early-stage company
• Own the success of multiple customer projects
• Partner closely with experienced teammates in a collaborative, high‑trust environment
• Deeply understand customer processes and requirements and influence product direction based on real implementation insights
• Shape how we onboard customers and build repeatable playbooks as we scale
• Develop your craft and grow into a senior or leadership role as the team expands
• Be a part of an AI-native SaaS platform, solving complex problems for regulated enterprises with the help of exciting new technology

We value clarity over ceremony, autonomy over micromanagement, and direct communication over politics. Day to day work involves close collaboration with customers, a strong sense of ownership, and a focus on shipping software that solves real operational problems in complex, regulated environments.
You'll have real ownership over customer outcomes, direct access to leadership, and the chance to define how we deliver value to enterprise customers.

• Own day-to-day delivery of implementation projects from kickoff to go-live
• Develop and manage project plans, timelines, milestones, and success criteria
• Manage scope, identify risks, and make trade-off decisions to keep projects on track
• Lead regular status meetings with customers and internal teams
• Ensure quality delivery within agreed timelines and budget parameters

• Conduct discovery sessions to understand customer workflows, pain points, and business objectives
• Map customer processes to platform capabilities and identify gaps
• Guide clients on best practices and recommend process improvements for optimal platform utilisation
• Build strong relationships with customer stakeholders and champions

• Coordinate with solutions engineers on technical requirements and delivery
• Work with product managers to flag feature gaps and prioritise customer needs
• Collaborate with account managers on commercial aspects and scope changes
• Engage quality assurance teams to ensure thorough testing of customer configurations
• Facilitate clean handovers to customer support teams post‑implementation

• Define high‑level implementation approach including phasing and rollout strategy
• Determine what can be achieved through configuration vs. requires custom development
• Document functional requirements and user stories for technical teams
• Work with engineering to define integration requirements and approach
• Validate delivered solutions against customer requirements

• Review customer data exports (Excel, CSV) to understand what information they have and identify gaps or quality issues
• Map customer data fields to our platform at a business level (e.g., their "Inspector Name" maps to our "Auditor" field)
• Work with customers to clarify data definitions or obtain missing information
• Partner with engineering to explain data transformation needs in plain language

• 5+ years in implementation, delivery, or customer‑facing project management roles, or equivalent experience
• Experience with B2B SaaS implementations or digital delivery for enterprise customers
• Proven track record of managing multiple concurrent customer projects
• Background in process mapping, requirements…