Implementation Manager

Company Mission

Payhawk is one AI-powered spend management platform for scaling businesses - corporate cards, expense management, procurement, and accounts payable, unified in one place. We serve finance teams across 32+ countries, cutting month-end close time and reconciling 99.7% of transactions with zero manual touch. AI runs through the platform as core infrastructure, not a bolted-on feature - and we hire the top 1% of talent in every function to keep building it that way.

Why Payhawk

Payhawk, where the bold builders make an impact.

We're not a family, we're a high-performance team - and that's deliberate. We debate, ideate, and push each other to be better, because the best ideas come from direct feedback. We've already made history as Bulgaria's first unicorn, but the ambition doesn't stop there: if you want to grow fast - own it; do not wait for it.

Give: Honest opinions, real ownership, a focus on outcomes.

Get: A front-row seat to a market leader in one of the fastest-moving industries.

The role, in one line

You will onboard new customers onto Payhawk and then keep improving their setup, so they use more of the platform and get more value from it as they grow.

What you will own

Customer onboarding and implementation

• Lead onboarding for new customers: understand their needs, configure their Payhawk accounts and run training sessions tailored to them.
• Build and run a custom project plan for each client, so implementation is smooth, on time and in line with SLAs, while you manage a range of external and internal stakeholders.
• Help new customers see the value of Payhawk quickly by maximizing adoption during the first implementation phase and matching the setup to their business needs.

Driving customer adoption

• Use product data and insights to find ways to optimize 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. Give expert guidance and support when they need to adjust their setup or adopt new functionality.

Customer success and retention

• Act as a trusted advisor, helping customers match Payhawk’s capabilities to their internal processes so they reach the outcomes they want.
• Contribute to customer retention by keeping contract utilization, product adoption and overall satisfaction high.

Continuous improvement

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

Collaboration and knowledge sharing

• Work with Account Executives to hand off qualified upsell opportunities you spot in your customer conversations.
• 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.
• Comfort with technology and the ability to fully understand our software.
• Native or near-native English.
• Excellent verbal and written communication, with a proven ability to explain complex concepts in a concrete, easy-to-understand way.
• Strong organizational skills and attention to detail.
• The ability to learn fast and keep up with a fast-growing environment.
• The ability to prioritize and juggle several tasks with 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.