Senior/Lead Implementation Project Manager

Job Category: Project Management – Strategic SaaS Implementation
Industry: Hospitality (Hotel Tech)
Dept: Client Success Services (CSS)
Location: Remote
Travel: 0%
Employment Type: Full-Time, Remote, W2 + Benefits (Open to contract if needed)
Pay Range: $135k – $150k (Based on experience)

About the Company

Join our growing, innovative Hospitality SaaS company, where we redefine guest experiences with state-of-the-art virtual reception, lobby kiosk check-in, remote access, and more. By automating front-of-house services, we empower hotels to streamline operations, reduce costs, and enhance guest satisfaction. Our API-first approach integrates with platforms for ID verification, payment processing, access control, and remote support, delivering a smooth and personalized experience for guests and hotel staff.

About You

You are a seasoned, strategic Project Manager with at least 6+ years of experience managing high-caliber SaaS implementations. You thrive in environments with many moving parts and are skilled at organizing chaos into structured, actionable plans. You’re assertive, capable of having hard conversations when needed, and know how to deliver bad news or say “no” while maintaining professionalism.

You excel at project planning, prioritization, and execution, ensuring success even when onboarding or implementation requires pulling missing details from clients. You have experience working with enterprise-level clients and technical teams, guiding complex SaaS implementations, and driving high-value outcomes.

Whether it’s managing stakeholders, collaborating with 3rd-party vendors, or leading cross-functional teams, you’re a natural leader who ensures projects are completed successfully while delighting clients and delivering measurable results.

About the Role

As a Senior/Lead Implementation Project Manager, you will lead the entire implementation process for our high-caliber clients, from onboarding to go-live. This role is critical to customizing and delivering tailored solutions for each client while managing multiple teams and third-party vendors. You will be the strategic driver, ensuring alignment across internal and external teams and guaranteeing client satisfaction by delivering on time and within scope.

This role requires exceptional project management, risk management, and strategic thinking skills. You will be responsible for addressing gaps, overcoming roadblocks, and ensuring success while keeping all stakeholders informed and engaged.

Key Responsibilities

• Lead strategic SaaS implementations for enterprise and mid-market clients across the entire project lifecycle, from onboarding to go-live.
• Develop comprehensive project plans tailored to each client, addressing dependencies, deliverables, and deadlines while adapting to evolving client needs.
• Collaborate with Sales for seamless client hand-offs, ensuring a clear understanding of client goals, KPIs, and technical requirements.
• Drive alignment across internal teams, clients, and 3rd-party vendors, ensuring all contributors are accountable and on track.
• Manage difficult conversations with clients, such as handling missing information, escalating risks, delivering bad news, or adjusting expectations when necessary.
• Oversee API-based integrations and ensure 3rd-party dependencies are accounted for and managed.
• Act as a trusted advisor to clients, maintaining strong relationships and proactively resolving challenges.
• Track and report on project status, risks, and timelines to internal and external stakeholders, escalating critical issues when necessary.
• Collaborate with Product and Engineering teams to address technical requirements and provide feedback on product improvements.
• Ensure a smooth project closure with successful client transitions to Support and detailed internal documentation.

Requirements

• 6+ years of experience as a Project Manager managing strategic SaaS implementations, preferably in high-touch, complex environments.
• Proven ability to lead large-scale SaaS implementations, particularly for enterprise clients, with multiple moving parts and custom requirements.
• 3+ year of project management within a StartUp environment.
• Exceptional communication and negotiation skills, with the ability to navigate difficult conversations and set expectations effectively.
• Strong background in project planning and risk management, with a track record of delivering projects on time and within scope.
• Familiarity with CRM systems, including managing fields, properties, deals, and opportunities.
• Experience managing 3rd-party integrations and working with APIs.
• Ability to balance technical details with business needs, aligning stakeholders and resolving conflicts efficiently.
• Expertise in managing fixed-fee and time-and-materials-based SOW projects.
• Hospitality or property management experience is a plus but not required.
• Experience with both software and hardware implementations is a bonus.
• Highly organized, detail-oriented, and adaptable to fast-paced environments.

How to Apply

Click the green button below to apply, and don’t forget to upload your resume.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)