- Professional
Hi 👋 I'm Alex, Head of UK Customer Success at Pinpoint.
We’re a high-growth, bootstrapped HR tech start-up building and selling software that helps in-house recruitment teams attract, hire, and onboard the right talent. Today, we have a strong foundation in place, with a mature product, rapid growth, strong product-market fit, and happy customers.
You only need to look at our reviews on G2 and Capterra to see how often customers mention the quality of our support and onboarding. That experience starts with implementation.
As we continue to grow across both SMB and enterprise segments, we’re looking for an Implementation Manager who can flex across a spectrum of customers — running efficient, high-volume implementations for smaller accounts while also confidently leading complex, high-touch enterprise rollouts.
The fine print (but way more exciting):
As we continue to grow across both SMB and enterprise segments, we’re looking for an Implementation Manager who can flex across a spectrum of customers — running efficient, high-volume implementations for smaller accounts while also confidently leading complex, high-touch enterprise rollouts.
The fine print (but way more exciting):
- This is a remote role based in the U.K., reporting to our Head of Customer Success (UK). Our HQ is in Jersey, UK, and our 80-person team is spread across the U.K. and U.S.
- You’ll manage approximately 15–20 active implementations at a time, balancing shorter SMB projects with complex enterprise rollouts that run 3–6 months.
- Our product is deep, flexible, and genuinely complex. You’ll need to understand a wide range of customer types, workflows, and implementation paths.
- Pinpoint isn’t for everyone. We’re still in startup mode. Things are fast-moving, processes are evolving, and you’ll need to bring structure, ownership, and a hands-on, adaptable mindset.
- Want to dig deeper? Here’s an overview of implementation at Pinpoint.
About the Role:
- Lead both fast-paced SMB implementations (multiple at once) and longer enterprise rollouts (3–6 month, multi-stakeholder projects)
- Conduct internal and external discovery sessions to understand customer needs and design tailored implementation plans
- Own project management from kickoff through go-live — tracking milestones, managing risks, and keeping all parties accountable
- Reduce engineering dependency by owning non-complex setup tasks (CSV imports, configurations, workflows), escalating only when needed
- Act as a trusted advisor — recommending workflow improvements and best practices to ensure customers maximize Pinpoint’s value
- Coordinate across product, engineering, and integrations teams to ensure timely delivery and clear communication
- Deliver scalable training: live customer sessions, train-the-trainer programs, and asynchronous resources
- Ensure smooth handover to Customer Success post-go-live, while staying engaged in early adoption to set accounts up for long-term success
- Recognize that successful implementation is the foundation for long-term retention and expansion — you’ll set the stage for NRR by ensuring customers adopt Pinpoint quickly and effectively
- Act as a customer advocate, building trust through proactive communication, structured delivery, and a consultative approach
Tech Stack: HubSpot, Arrows, ClickUp, Slack, Intercom, Linear, Guru
About You:
- 3+ years of experience leading B2B SaaS implementations across both SMB (high-volume) and enterprise (high-complexity, 3–6 month) projects
- Proven ability to manage 15–20 concurrent implementations with structure and accountability
- Technically self-sufficient — able to read API docs, troubleshoot basic integration issues, and explain concepts (SSO, 2FA, APIs, CSV imports) to non-technical stakeholders
- Structured project owner — builds milestone-driven plans, defines customer responsibilities, and proactively manages risk
- Skilled at building relationships and acting as a customer advocate — earning trust and driving successful outcomes
- (Ideally) experience in an early-stage startup or high-growth SaaS environment — you’re comfortable building structure in fast-moving, evolving contexts
- Balance technical curiosity with customer empathy — able to translate complex workflows into clear, actionable steps
- Based in the UK with work authorization
What We Offer:
We want Pinpoint to be the best place you’ve ever worked—somewhere you feel valued, supported, and excited to grow. Here’s what you’ll get:
- 🩺 Gold-plated healthcare – The best medical, dental, and optical coverage money can buy. We’ve got you (and your family) covered
- 🏝️ Unlimited holidays – Work-life balance matters. Take the time you need to rest, recharge, and enjoy life
- 🧠 Mental health support – Unlimited, immediate access to professional counseling through Spill—because your well-being comes first
- 💰 Retirement matching – A competitive plan to help you hit your long-term financial goals
- 🌍 Remote-first culture – Work where you're most productive. As a remote-first team, we prioritize flexibility and trust
- 📈 Meaningful equity – You’re helping build something special, and you should share in its success
- 👶 Generous parental leave – Up to 16 weeks of fully paid leave to support new parents
- 📚 Learning budget – Annual funds for courses, books, or anything else that fuels your personal and professional growth
- 💻 Top-of-the-line equipment – MacBook Pro, 4K monitors, and all the right tools to do your best work
- 🤝 A team that’s got your back – Smart, driven, kind people who want you to succeed, our clients to be wowed, and our business to grow
A detailed overview of our benefits can be found here.
