Implementation Manager

The role, in one line

You will get new customers live on Payhawk and help them get more value from it over time, from onboarding and setup through to adoption and retention.

What you will own

Customer onboarding and implementation

• Lead onboarding for new customers: understand their needs, configure their Payhawk accounts and deliver tailored training.
• Build and run a tailored project plan for each customer, so implementation is smooth, on time and in line with SLAs, while you manage both external and internal stakeholders.
• Make sure new customers see the value of Payhawk quickly, by maximising adoption during implementation and aligning the setup with their business needs.

Driving customer adoption

• Use product data and insights to find ways to optimise customer setups and use cases, so customers keep getting more value from Payhawk.
• Help customers scale their use of Payhawk as their business grows or their needs change, with expert guidance when they adjust their setup or adopt new features.

Customer success and retention

• Act as a trusted advisor, helping customers align Payhawk's capabilities with their internal processes to reach the outcomes they want.
• Contribute to retention by driving high contract utilisation, product adoption and overall customer satisfaction.

Continuous improvement

• Collect customer feedback on product improvements and feature requests, and share it with the Product teams.
• Find and propose process improvements that make onboarding and adoption better.

Collaboration and knowledge sharing

• Hand off qualified upsell opportunities you spot with customers to Account Executives.
• Work closely with cross-functional teams to stay aligned and deliver the most value to customers.

What you will need

Must-have

• 2+ years as a Customer Success Specialist or Project Manager in a high-growth SaaS environment, or a recent degree in a relevant field.
• The technical confidence to understand our software in full.
• Native or near-native German.
• Excellent verbal and written communication skills.
• The ability to explain complex concepts in a concrete, easy-to-understand way.
• Strong organisational skills and attention to detail.
• You learn fast and can keep up in a fast-growing environment.
• The ability to prioritise and multitask across clients and colleagues.

Nice-to-have

• Experience in the fintech industry.

What you will get

• Recharge properly — 30 days of paid holiday
• Change the view — a week-long exchange to London, Amsterdam, Paris, Munich, Vilnius, Berlin, Sofia, or Barcelona
• Win together, celebrate together — regular team-wide events that are actually worth showing up to
• Covered, properly — additional medical care
• Stay in the game — a sports card, fully funded, for the gym, classes, or your sport of choice
• Commute easily — a monthly travel allowance that covers getting to and from the office
• Use what you build — hands-on access to the actual product you're hiring people to help build

Payhawk is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.