Customer Implementation Manager
Join Fortress
At Fortress, we're building a smarter way to help people stay safe, secure and protected in a connected world.
As we grow, we're looking for a Customer Implementation Manager to ensure every new partner and customer enjoys a smooth, successful journey from initial sale through to launch.
You'll play a key role in coordinating delivery, managing expectations and bringing together internal teams to deliver outstanding results.
The Role
The Customer Implementation Manager owns the delivery process from the point of sale through implementation, testing and successful go-live.
Working closely with customers, product, engineering and support teams, you'll ensure projects are delivered on time, meet agreed requirements and provide an exceptional onboarding experience.
You'll become the trusted point of contact throughout implementation, helping build long-term relationships from day one.
What You'll Be Doing
Managing customer implementations from sale through to successful launch
Coordinating project timelines, milestones and deliverables
Acting as the primary contact for customers during onboarding
Gathering and documenting customer requirements
Working with Product and Engineering teams to coordinate delivery activities
Managing User Acceptance Testing (UAT) and supporting customers through testing
Tracking project risks and proactively resolving issues
Coordinating launch activities and transition into operational support
Maintaining accurate project documentation and status updates
Identifying opportunities to improve onboarding processes and customer experience
What We're Looking For
Previous experience delivering customer implementations, onboarding projects or SaaS deployments
Excellent organisational and project coordination skills
Outstanding communication and stakeholder management abilities
Strong attention to detail and a proactive approach to problem solving
Experience working with cross-functional technical teams
Ability to manage multiple customer projects simultaneously
Comfortable working independently in a fully remote environment
Experience within technology, SaaS, insurance or membership platforms would be advantageous but is not essential.
Why Fortress?
You'll join a growing technology business where you'll have genuine ownership, work closely with customers and help shape the delivery processes that underpin our future success.
If you enjoy building relationships, solving problems and turning successful sales into successful long-term partnerships, we'd love to hear from you.