Senior Implementation Lead

As a Senior Implementation Lead, you will own complex customer implementations end-to-end — from kickoff through go-live and structured post-go-live support. This is not a coordination role. You will personally design workflows, manage multi-stakeholder delivery, make hard calls under ambiguity, and be the single point of accountability for customer outcomes across your accounts.

You will also shape how implementations are run at Unifize. You'll mentor Junior Implementation Leads, build the playbooks and templates the team actually uses, and drive the kind of delivery quality that makes customers want to expand.

The growth path here is explicit: Senior ILs who perform well are the first in line to lead the implementation function — not replaced by external hires.

Own complex customer implementations end-to-end at the account level — delivering predictable, high-quality outcomes through strong workflow design, execution discipline, scalable implementation practices, and structured mentorship of junior implementation leads.

Own the full implementation lifecycle for assigned accounts: kickoff, milestone tracking, risk management, go-live, and structured post-go-live support

Be the single point of accountability for customer outcomes across your accounts — not a coordinator, not an escalation path

Manage multi-stakeholder delivery without escalating to founders on routine decisions

Handle scope changes, pushback, and at-risk implementations calmly and decisively

Translate complex customer requirements into scalable Unifize configurations across multiple modules

Lead discovery — ask the right questions before touching a configuration

Anticipate edge cases, validate requirements, and design for scalability, not just functional delivery

Push back on customer requests when the proposed approach will not scale — and document the decision

Drive documentation hygiene and validation readiness across all assigned accounts

Review and maintain quality standards for work produced by Junior ILs and Implementation Executives

Produce account-level handoff summaries that CS can pick up without follow-up

Build playbooks, templates, and checklists the team actively uses — not shelf documents

Run steering meetings, align senior stakeholders, and manage expectations without Leadership involvement

Communicate progress, risks, and decisions clearly — surface problems early, not after deadlines have passed

Maintain customer relationships through complexity and pressure

Provide structured coaching to Junior ILs: documented goals, regular check-ins, and measurable development

Develop Junior ILs from module-level ownership toward account-level readiness

Review Junior IL deliverables and give actionable feedback — not just approval or rejection

Improve how implementations are run: identify patterns, standardise approaches, and build reusable assets

Define and maintain implementation standards the team can execute against consistently

Coordinate with engineering to close platform issues and defects on time

You are the best implementation person on your current team. You have personally designed and delivered complex B2B SaaS implementations from end to end — not just modules, not just coordination — whole accounts. You can run a steering meeting with a VP and configure a workflow in the same afternoon. You develop the people around you because you know that's how the function scales.

You are:

A hands-on operator who owns outcomes, not just status updates

Someone who designs before configuring — you ask the right questions first

Comfortable managing scope creep and pushing back on customers when it matters

Calm under pressure — you surface risks before they become crises

A structured developer of people — you know how to coach, not just direct

Clear and confident in writing — your documentation is a team asset, not a box-ticking exercise

Comfortable with US-based enterprise customers and late-hour working patterns (India timezone, US customer hours)