Customer Implementation Manager Jobs in Ontario (NOW HIRING)

Reporting to the Director of Implementation, PS, the Principal Implementation Consultant is Clariti's most senior implementation practitioner: a recognized subject matter expert, trusted customer advisor, and functional authority within the Professional Services organization. Operating at the Expert level across all competency pillars, you won't simply run implementations, you'll define how they are structured and delivered, establish the standards the team works to, and contribute meaningfully to how Clariti's implementation practice evolves.

At this level, you bring hard-won, hands-on expertise to the most complex and ambiguous customer situations. You diagnose configuration and workflow challenges others can't, translate intricate product requirements into practical solutions, and guide customers through the full arc of adoption, from discovery through go-live and beyond. You're the person on the ground who makes delivery work.

If you have deep experience delivering complex software implementations, ideally in government technology or highly regulated environments, and you're energized by solving hard problems and setting the quality standard for a high-growth SaaS organization, this role is built for you.

Implementation Leadership & Delivery Ownership

• Lead the full implementation lifecycle for Clariti's most complex customer deployments, from discovery and solution design through configuration, testing, training, and go-live, ensuring each phase meets defined success criteria and customer expectations.
• Translate complex customer requirements into practical, scalable configuration solutions; make sound product functionality trade-offs and clearly communicate the implications of each approach to customers and internal teams.
• Set and uphold quality standards across all workstreams; conduct thorough reviews of configuration, documentation, and test plans to catch and resolve issues before they reach the customer.
• Anticipate implementation risks before they materialize; diagnose root causes quickly when issues arise and drive resolution with precision and minimal disruption to the customer.
• Manage implementation workplans, milestones, and customer-facing deliverables across concurrent projects, maintaining clarity on priorities and proactively surfacing blockers to the appropriate project team members.
• Delegate work effectively to intermediate implementation consultants to ensure functional work is balanced, aligned to team skillsets and meets a cohesive quality standard for all deliverables.  

Customer Partnership & ProductAdvisory

• Serve as the primary functional point of contact for customer project teams throughout the implementation, building trust through deep product knowledge, reliable follow-through, and clear communication.
• Facilitate working sessions, workshops, and check-ins with customer stakeholders, guiding them through configuration decisions, workflow design, and change readiness in a way that builds confidence and drives adoption.
• Translate customer business requirements into clear, actionable configuration specifications; ask the right clarifying questions to surface unstated needs and prevent downstream rework.
• Help customers understand trade-offs between different configuration approaches, recommending solutions that balance their immediate needs with long-term maintainability and product alignment.

Quality, Process & Continuous Improvement

• Apply structured problem-solving and process improvement techniques to implementation challenges; identify patterns across projects and propose systemic solutions rather than one-off fixes.
• Document implementation decisions, configurations, and lessons learned in a way that is useful to the customer and reusable by the broader PS team.
• Contribute to the refinement of Clariti's implementation methodology, templates, and toolkits based on direct project experience, flagging what isn't working and proposing improvements with supporting rationale.
• Maintain rigorous attention to detail across all deliverables; consistently produce work that requires minimal rework and reflects the quality customers expect from a senior practitioner.

Cross-Functional Contribution & Knowledge Sharing

• Act as a reliable source of implementation knowledge for colleagues across PS, Product, and Customer Success, fielding technical questions, participating in handoffs, and contributing to a shared understanding of how customers use the product.
• Surface patterns in customer configuration needs, workflow gaps, and implementation friction and bring structured feedback to Product and Engineering through appropriate channels.
• Contribute to PS knowledge assets: playbooks, configuration guides, training materials, and FAQs, drawing on direct project experience to make them more accurate and actionable.
• Share implementation insights and lessons learned with peers in structured and informal settings, contributing to a team culture of continuous learning and craft.

Experience & Track Record

• 12+ years of hands-on experience implementing enterprise software in a SaaS, professional services, or government technology environment.
• Demonstrated track record of independently owning and delivering complex, multi-workstream implementations from discovery through go-live with minimal oversight.
• Deep familiarity with the full implementation lifecycle, from requirements gathering, solution design, and configuration through testing, training, and post-launch support, and the judgment to adapt each phase to the customer's context.
• Experience working directly with government or public sector customers strongly preferred.

Expert-Level Competencies

• Business Acumen: Understands how implementation decisions connect to customer outcomes and Clariti's objectives; balances competing priorities with nuance; applies contextual awareness to make sound trade-offs.
• Communication:  Communicates complex technical topics clearly to non-technical audiences; structures updates, documentation, and presentations to be useful and actionable at every level.
• Continuous Improvement:  Identifies inefficiencies and implementation friction proactively; proposes and implements systemic improvements to methodology, tooling, and process based on direct experience.
• Customer Centricity:  Deeply understands the customer's workflow, pain points, and definition of success; advocates for the customer's long-term outcomes in every internal and external conversation.
• Executional Excellence:  Delivers consistently high-quality work across concurrent workstreams; manages complexity without losing attention to detail; holds a high bar for what done looks like.
• Functional Expertise:  Recognized go-to resource for implementation methodology and product configuration; brings deep knowledge of how Clariti's platform is applied across different customer contexts.
• Planning & Organizing:  Structures and manages complex implementation workplans independently; tracks milestones, identifies dependencies, and keeps work moving through ambiguity and change.
• Problem Solving:  Diagnoses complex configuration and workflow problems accurately; develops practical, well-reasoned solutions and communicates them clearly to customers and internal teams.
• Stakeholder Management:  Builds trusted relationships with customer project teams; anticipates concerns, manages expectations proactively, and navigates difficult conversations with professionalism.
• Teamwork & Collaboration:  Shares knowledge freely, contributes to team process improvements, and shows up as a reliable, collaborative partner to colleagues across functions.

Product Expertise & Methodological

• Deep expertise in enterprise software implementation with demonstrable evidence of applying structured methodology to complex, multi-phase programs.
• Strong configuration and solution design skills, with the ability to translate business requirements into practical platform configurations and identify the right approach for the customer's context.
• Comfort working in ambiguous environments; able to define structure where it doesn't exist and adapt approach when requirements evolve mid-project.
• Familiarity with public sector workflows, permitting, or government service delivery strongly preferred.
• Ability to travel within the United States and Canada approximately 30–40%

• Experience with Salesforce-based platforms or GovTech/civic technology ecosystems.
• Familiarity with permitting, licensing, or government service business processes.
• Background in business process mapping, workflow design, or organizational change management.
• Hands-on experience applying AI tools to improve implementation workflows, documentation quality, or delivery consistency.

We invest in and empower our team members with competitive compensation packages, well deserved time off and benefits to keep you and your family healthy! *

???? The base salary range for this role is expected to be between $140,000-195,000  CAD based on the candidate's skills, experience, and qualifications while considering internal pay equity and our broader pay philosophy. ????

If you have questions about compensation as we move through the process, we're happy to discuss further.

*Benefits depend on employment type (full-time, part-time, contract, etc).