SaaS Implementation & Support Lead
Peoplebank ·www.peoplebank.com.au
Apply direct
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.
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.
Frequently asked questions
Who is hiring for the SaaS Implementation & Support Lead role?
Peoplebank is hiring for the SaaS Implementation & Support Lead position, a Shazamme client. Apply directly on the employer's career site.
Where is the SaaS Implementation & Support Lead job located?
The SaaS Implementation & Support Lead role with Peoplebank is based in Sydney, NSW, AU.
What does the SaaS Implementation & Support Lead role pay?
Peoplebank lists the SaaS Implementation & Support Lead role at AUD 130,000–150,000 per year.
Is the SaaS Implementation & Support Lead role full-time or contract?
This is a full time position at Peoplebank.
What experience level is the SaaS Implementation & Support Lead role?
The SaaS Implementation & Support Lead position is aimed at lead-level candidates.
How do I apply for the SaaS Implementation & Support Lead role at Peoplebank?
Apply directly on Peoplebank's career page via the Apply button on this listing. ZammeJobs links straight through to the employer's ATS — no third-party form, no resume database.