Implementation & Onboarding Project Manager

Zelh is a fast-growing, passionate outsourcing company.

Our mission is to be the most reliable company by offering and maintaining consistently high-quality services.

We achieve the mission by fostering long-term relationships with customers, employees, and vendors. Personal attention, timely communication, and respect for all people are the basis of our business philosophy!

Currently, we are searching for Implementation & Onboarding Project Manager (Mid-Level) for one of our Client.

The Implementation & Onboarding Project Manager (Mid-Level) owns customer implementations from contract signature through go-live and supports expansion implementations for existing customers. This role manages mid-market and enterprise customers with moderate to high technical complexity, partnering closely with Sales, Customer Success, and Engineering to deliver efficient, on-time, and in-scope implementations.

This role is ideal for a strong execution-focused PM who is comfortable managing multiple concurrent customers and contributing to solutioning discussions while operating within defined implementation frameworks.

Key Responsibilities

Implementation Ownership

• Own 5–8 concurrent customer implementations from post-close through go-live
• Build and manage implementation plans, timelines, milestones, and dependencies
• Lead customer kickoff meetings and weekly status calls
• Ensure customer and internal stakeholders complete required preparation and deliverables
• Track progress and proactively manage risks and blockers
• Reference: eEel2WpNOwup8wGwANlZxVPR7f1z2ij4_aJSY2jsNWy2dtWLdgj9CD1kuabaqPuU

Late-Stage Sales & Solutioning Support

• Participate in late-stage sales calls to validate implementation scope, feasibility, and timelines
• Partner with Sales Engineering to ensure integration, API, and workflow requirements are documented
• Identify out-of-the-box vs. custom implementation paths and flag scope risks early

Expansion Implementations

• Execute expansion implementations for existing customers
• Launch expansion efforts within 2 weeks of close (given customer readiness)
• Coordinate with Customer Success while retaining ownership of expansion delivery execution

Scope, Risk & Change Management

• Manage scope changes using established processes
• Identify risks early and escalate appropriately
• Maintain accurate documentation of scope changes, decisions, and implementation status

Success Metrics

• ≥95% of implementations delivered on time and in scope
• Time-to-Value (TTV) ≤ 8 weeks
• Expansion implementations launched within 2 weeks of close
• Low post-go-live escalations
• Positive customer and internal stakeholder feedback

Customer & Implementation Profile

• ACV: $180K–$750K (primary focus ≥ $350K)
• Complexity Includes: APIs, integrations, data triggers, workflow customization
• Mix of out-of-the-box and scoped custom implementations

Required Experience

• 3–6 years of implementation, onboarding, or delivery project management experience
• Experience managing customer-facing SaaS implementations
• Comfortable working with technical teams and customer development resources
• Strong organizational and communication skills
• Experience managing multiple concurrent customer streams

Tools & Environment

• HubSpot
• Monday.com
• Atlassian (Jira, Confluence)
• Clari Copilot
• Microsoft 365

Growth Path

High performers may progress to:

• Senior Implementation Project Manager
• Solutions or Delivery Leadership roles

Working conditions:

• Work schedule: Mon-Fri 8 am - 5 pm EST
• Competitive Salary in USD
• Office mode of work in Belgrade, Serbia
• 10+ business days of paid time off
• Team building and corporate events
• Equipment provided
• A supportive team