Customer Implementations and Training Lead

About the role

We are looking for a Customer Implementations and Training Lead to own the end‑to‑end onboarding journey for our enterprise clients. Reporting to the Head of Customer Operations, you will guide complex SaaS roll‑outs, ensure smooth go‑live, and deliver training that drives product adoption.

Key responsibilities

• Lead the full implementation lifecycle from kickoff through go‑live and hand‑over to Customer Success.
• Conduct discovery and scoping calls to translate client requirements into configuration decisions.
• Develop and maintain real‑time implementation plans and project trackers.
• Manage stakeholder relationships across client and internal teams, handling escalations as needed.
• Define acceptance criteria, coordinate UAT and ensure successful delivery.
• Create hand‑over documentation for the Customer Success team.
• Contribute to process improvements, templates and playbooks.
• Become a product expert and deliver enablement and training sessions for new and existing customers, including ad‑hoc product updates.

Required profile

• Degree‑level education.
• 3‑5 years experience delivering SaaS implementations or similar project‑delivery roles.
• Proven ability to manage multi‑stakeholder, regulated‑industry projects.
• Strong communication skills and ability to influence without formal authority.
• Experience in creating training and enablement material.

Required skills

What we offer

• Competitive salary with performance‑based bonus.
• Hybrid working model – office based in Leeds with flexibility.
• Opportunity to work in a fast‑growing digital learning and employee engagement company.
• Professional development and career progression.