Customer Implementation Manager

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

You will deliver customer implementations, taking enterprise customers from signed contracts to going live on the platform. It's a role where your work shapes both how customers experience Checkfirst and how we run implementations as we grow.

This role suits someone who wants to:

• Lead customer implementations 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

Why Checkfirst

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 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.

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.

Key Responsibilities

Project delivery

• 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
• Ensure quality delivery within agreed timelines and budget parameters

Customer engagement and process analysis

• 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
• Build strong relationships with customer stakeholders and champions

Functional solution design

• 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

Data mapping

• Review customer data to understand data structure, quality, and completeness
• Map customer data fields to platform data model at a business level
• Work with customers to obtain missing data, and clarify definitions or inconsistencies
• Collaborate with solutions engineers to define data transformation requirements

User acceptance testing

• Define acceptance criteria with customers during scoping, based on their real workflows
• Run internal acceptance and regression testing before customer testing and releases
• Track defects with engineering and QA, and retest fixes before sign-off
• Validate delivered solutions against requirements and secure formal UAT sign-off

Agentic solution development

• Prototype workflows quickly to validate requirements with customers
• Generate UAT test cases, test data, and data import validation checks
• Build customer-specific scripts, reports, and automations using agentic coding tools
• Hand over platform-level needs to product and engineering with clear requirements

Qualifications

Experience

• 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 gathering, or business analysis
• Experience gathering, analysing, and mapping customer data in digital projects
• Hands-on experience running user acceptance testing on enterprise software implementations
• Advanced use of AI tools in real delivery work
• Bonus points for experience in Testing, Inspection and Certification or other compliance-heavy industry experience.

Skills

• Strong project management capabilities
• Excellent stakeholder management and communication skills
• Ability to translate business requirements into functional specifications
• Strong analytical skills, able to understand data structures and work with data samples
• Comfortable with technical concepts and working with engineering teams
• Problem-solving mindset with ability to navigate ambiguity

Competencies

• Customer-centric approach with empathy for user challenges
• Organised, detail-oriented, and able to manage competing priorities
• Proactive communicator who escalates issues appropriately
• Collaborative team player who can influence without authority
• Adaptable to changing requirements and fast-paced environment

Next steps

If you’re excited by the idea of shaping an AI-first platform that helps companies do meaningful work and make the world a safer place, then we’d love to hear from you.

Please apply here with your CV and contact details.

Recruiters: We are not working with external recruiters for this role. Please do not contact us.