Implementation Manager

BaseUp | Sydney | $110-120K + benefits, based on experience

At BaseUp, we’re transforming how parking is managed across buildings and workplaces. We partner with some of Australia’s leading commercial landlords, digitising entire building car parks and supporting the businesses that operate within them. We also work directly with enterprise customers to help them manage parking more efficiently, delivering smarter, more seamless experiences for employees and visitors.

Our product solves real problems and adds immediate value, with customers feeling the impact from day one.

As we continue to grow, we’re looking for an Implementation Manager to own customer rollouts, ensure projects are delivered smoothly, and manage our Implementation & Customer Success Associate.

This is a customer-facing implementation role for someone who brings structure, clarity, and momentum to complex projects.

Once a new or existing customer is handed over from Sales or Growth, you’ll be responsible for leading the implementation of BaseUp from kickoff through to launch and post-launch. You’ll act as the primary project lead, keeping customers and internal teams aligned on objectives, scope, milestones, responsibilities, risks, and next steps.

This role blends project management, customer communication, operational coordination, documentation, and people management. You’ll also manage the Implementation & Customer Success Associate, supporting their priorities, delegating work, reviewing outputs, and coaching their development.

• Own end-to-end implementation from Sales or Growth handover through to launch and four-week post-launch hypercare.
• Facilitate kickoff calls, aligning stakeholders on objectives, scope, milestones, responsibilities, documentation, and next steps.
• Manage timelines, risks, blockers, dependencies, customer inputs, and stakeholder actions to keep launches on track.
• Understand each customer’s configuration, including building setup, parking operations, hardware needs, configurations, and stakeholder groups.
• Coordinate hardware installation, site readiness, product configuration, integrations, training, and launch communications.
• Maintain clear customer-facing and internal documentation, including site details, configuration notes, troubleshooting resources, training materials, and implementation records.
• Manage and support the Implementation & Customer Success Associate, including delegating tasks, reviewing work, coaching customer-facing activity, and overseeing smaller rollouts or workstreams.
• Work closely with Customer Success, Operations, Product, Support, Sales, and Growth to deliver strong customer outcomes and improve implementation processes.

This role will be measured by successful project delivery, launch quality, customer satisfaction, stakeholder readiness, post-launch stability, process improvement, and the effective management of the Implementation & Customer Success Associate.

You’re a structured, proactive Implementation Manager who enjoys working with customers, solving problems, and bringing complex projects to life.

You thrive in environments with multiple moving parts and know how to create clarity for both customers and internal teams. You’re confident running meetings, managing timelines, documenting details, following up on actions, and keeping stakeholders informed.

You’re also a supportive people leader who can delegate clearly, provide feedback, coach junior team members, and help others execute confidently.

You bring:

• 4–6 years’ experience in implementation, project management, operations, customer success, or a similar customer-facing delivery role, ideally in B2B SaaS.
• Experience implementing, onboarding, or supporting customers through SaaS rollouts, including configuration, training, adoption, and change management.
• Strong project management skills, with the ability to manage multiple timelines, risks, dependencies, and stakeholders at once.
• Excellent communication and documentation skills, with the ability to lead meetings, explain requirements, and maintain clear project records.
• A proactive, ownership-driven approach, with the confidence to identify risks, escalate issues, and work through operational complexity.
• Experience guiding, coaching, or managing junior team members, including delegation, feedback, and development support.
• Cross-functional experience working with Sales, Growth, Customer Success, Product, Operations, and Support teams.
• Experience in proptech, commercial property, parking, or workplace technology would be a strong bonus.

If you bring structure, clarity, and confidence to your work while delivering seamless customer implementations and supporting others to succeed, you’ll thrive here.

This is an opportunity to join a high-growth SaaS company at an exciting stage, working on real-world projects with some of Australia’s leading landlords and enterprise customers.

We offer:

• ~$100k salary plus benefits, based on experience.
• Hybrid work, with a beautiful Sydney CBD office near Wynyard.
• WFH flexibility.
• Flexible Friday policy.
• Free gym membership and wellness perks.
• A fun, supportive, ambitious team that cares deeply about quality and impact.
• Exposure to leading property owners, enterprise customers, and major commercial buildings.
• Real career progression as we scale nationally and internationally.

At BaseUp, we’re a team of high achievers who value ownership, collaboration, and delivering work we’re proud of. If you’re ready to step into a hands-on implementation role with customer visibility, people management, and the opportunity to shape how we deliver projects at scale, we’d love to meet you.