We’re working with a SaaS business that’s already proven its product and has customers actively using it. Growth isn’t the challenge, execution and consistency are. They’re now at the point where they need a strong operator to lead the implementation and support function while remaining close to the customer and the day-to-day delivery.
The SaaS Implementation & Support Lead
is responsible for leading the implementation and support function across onboarding, customer delivery, support, and ongoing operational improvement. You’ll manage a small team while also being hands-on yourself, working directly with customers, helping drive implementations, resolving issues, and improving how the function operates.
You’ll work closely with Product, Engineering, and Sales to ensure customers are onboarded effectively, supported properly, and getting value from the platform.
What you’ll be doing:
• Leading customer implementations from onboarding through to go-live
• Supporting customers through technical and operational issues
• Managing and mentoring a small implementation and support team
• Improving processes, documentation, workflows, and service standards
• Acting as the escalation point for more complex customer situations
• Working closely with Product and Engineering to surface customer issues and improvements
• Helping create more scalable ways of supporting a growing customer base
• Bringing greater structure, accountability, and consistency to the function
About you:
• Proven experience in SaaS implementation and/or software support leadership roles and building great teams and team cultures.
• Comfortable leading a small team while remaining hands-on operationally
• Strong customer management skills with the ability to build trust quickly
• Experience improving processes, workflows, and customer delivery standards
• Operationally strong, with a practical approach to problem-solving
• Able to manage competing priorities in a fast-moving environment
• Confident working cross-functionally with technical and commercial teams
• Strong communicator with a calm and solutions-focused approach
This role will suit someone who likes bringing order to growing environments, enjoys being close to customers, and takes pride in building a function that runs well.
Peoplebank
and Leaders IT
are committed to creating a diverse and inclusive workplace where everyone belongs. We welcome applications from people of all backgrounds, identities, and experiences. If you need adjustments to the recruitment process due to your circumstances, please let us know—we’re here to support you.
SaaS Implementation & Support Lead
SaaS Implementation & Support Lead
Location:
Sydney
Work Type:
Permanent
Industry:
Team Leaders & Management
Contact Name:
Nic Gulliver
Contact Phone:
02 9409 4715
Date Published:
07-May-2026
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