Implementation Manager (SaaS)

Company Description

Swiftly is on a mission to help cities move more efficiently. We are the leading transit data platform for agencies to share real-time passenger information, manage day-to-day operations, and improve service performance. Today, over 200 transit agencies in 12 countries – including LA Metro, MARTA, SEPTA, and MBTA – rely on Swiftly to improve on-time performance by up to 40% and increase passenger information accuracy by up to 50%. The result is better service reliability, increased ridership, and more efficient transit operations.

Even though Swiftly's HQ office is located in San Francisco, CA, we are open to candidates in most locations across the U.S. as well as Ontario and British Columbia, Canada. At this time we are unable to provide Visa sponsorship.

About the Professional Services Team

The Professional Services team is part of the broader Customer Success department at Swiftly, working to ensure customers are happy and finding immense value in the tools that Swiftly provides.

The Customer Success department comprises Implementation Managers, Account Managers, and Technical Support Representatives. This department is on the front line — the first point of contact for customers who have questions, are encountering issues, or need support during the implementation phase of our relationship. When problems arise, we ensure that individual customers are heard and that their issues are cared for, and we apply a keen analytical eye to spot trends and communicate problems proactively with the product team. We are passionate about improving mobility in the communities we serve, and we work side by side with transit agencies and operators to ensure their projects are impactful. We love the human aspect of our work and thrive on getting creative to solve problems or boost network performance. The Customer Success org is responsible for everything post-sale, and the Implementations team is a critical part of starting our customers on the right foot.

You will play a vital role in ensuring the successful deployment and adoption of our software solutions. You will collaborate with cross-functional teams — including Sales, Product, Engineering, and Technical Support — to lead the implementation process and deliver exceptional customer experiences. Your expertise in project management, technical understanding, and customer-centric approach will be key in driving the successful onboarding and integration of our SaaS products for our clients.

This is a remote position. Travel may be required 4 to 8 times per year.

What You'll Do

• Project Leadership. Lead end-to-end implementation projects for new and existing customers, serving as the primary point of contact throughout the implementation lifecycle. For more complex, hardware-involved deployments, you may partner with a dedicated Project Manager while retaining ownership of the customer relationship and technical workstreams.
• Implementation Planning. Develop detailed implementation plans — including timelines, resource allocation, and milestones — to ensure smooth execution and timely delivery of solutions.
• Technical Expertise. Provide technical guidance and support throughout the implementation process, including data migration, system integrations, and platform configuration. You're comfortable getting into the weeds: working directly with transit data sources like GTFS, AVL, and GPS feeds to validate data quality, troubleshoot issues, and ensure customer solutions perform as intended.
• Training and Support. Conduct live training sessions to help customers get value out of Swiftly's products and accomplish their core strategic goals. Provide ongoing support and troubleshooting assistance to address customer concerns and issues.
• Adoption. Drive strong platform adoption while helping customers meet their goals and achieve value quickly during the implementation process.
• Stakeholder Communication. Maintain regular, effective communication with customers, internal teams, and stakeholders — providing progress updates, managing expectations, and ensuring alignment throughout the implementation process.
• Quality Assurance. Conduct thorough testing and data validation to ensure the accuracy, reliability, and performance of Swiftly's solutions.
• Continuous Improvement. Identify opportunities to improve processes, enhance implementation methodologies, and optimize client satisfaction. Provide feedback and insights to internal teams for product enhancements and future releases — including actively leveraging AI tools to identify patterns, automate repeatable tasks, and accelerate time-to-value for customers.

About You

• 2 to 4 years of experience as an implementation manager, implementation consultant, project manager, project engineer, or similar role at a SaaS company
• Thrives in a fast-paced environment; able to iterate quickly and dive into all-new kinds of projects
• Embraces the startup mentality — takes ownership of new processes, operates with autonomy, and builds new operations for the team; eager to experiment with and adopt new tools, including AI, to build smarter, more scalable ways of working
• Comfortable and experienced with both agile and waterfall project management methodologies
• Independent, resourceful problem-solver
• Technically fluent and eager to go deep — whether that's parsing a GTFS feed, validating AVL data quality, or troubleshooting an integration; actively uses AI tools to work smarter and is comfortable developing repeatable workflows that leverage them
• Passionate about mobility, sustainability, or mission-oriented work with real-world impact
• Nice to have: professional project management certification (PMP or equivalent)

Interested?

Don't just hit apply. We want to hear more about you. Tell us:

• Why are you passionate about mobility?
• What interests you about Swiftly?

Pay Range

In accordance with pay transparency laws, please see the approximate salary ranges below. These ranges represents the anticipated low and high end of the salary and any on-target earnings (if applicable) for this position. Actual salaries will vary and are based on a multitude of non-discriminatory factors including final role leveling decisions, a candidate’s relevant work experiences/skills, and geographic location. Salary is one component of Swiftly’s total compensation package, which also includes stock options, competitive benefits, 401(k)/ RRSP matching, a fantastic team and culture, opportunity to have a huge impact, emphasis on professional growth and holistic wellness, and other perks.

US Salary Range: $109,650 - $129,000 USD 

Canadian Salary Range: $152,410 – $179,310 CAD

Beyond the Skills:

We are looking for candidates who are passionate about mobility, sustainability, or mission-oriented projects that have a significant real-world impact. Ideal candidates encompass the core values of our company:

• Team. Together, we are more effective and better supported

• Impact. Drive impact for our customers, our company, and all of our teams

• Diversity. See differing perspectives as ways to address our weaknesses and find new strengths

• Communication. Assume others internally and externally have good intentions

• Feedback. We share feedback because we want each other to grow professionally and personally

• Growth. Foster personal, professional, and company growth

Benefits:

• Competitive salary

• Equity compensation for every employee

• Medical, Dental and Vision

• Retirement with Employer Match

• Flexible Spending Account (FSA)

• Home office setup reimbursement

• Monthly cell/internet reimbursement

• Monthly "Be Well" stipend

• Flexible PTO with a recommended minimum

• Flexible work environment

• 16 paid holidays, including holidays in months without US national holidays

• 12 fully paid weeks of leave for child birth/adoption

Travel note: Swiftly employees can generally expect to travel 1–2 times a year for in-person company or team offsites. As a fully distributed company, we consider these offsites important for cultivating strong relationships across our teams! Attending these in-person is expected and encouraged, although we understand everyone has different personal circumstances and we will consider requests for exceptions. Customer-facing team members and other specific roles may be expected to travel more frequently.

We are a truly mission-driven culture that is set to change the world of transit

We are an equal opportunity employer - we are committed to a workplace that is as dynamic, diverse, and passionate as the communities we serve.

Because we work with public agencies, we participate in E-Verify.