Program Manager, Customer Implementations

🎭 Role & Team

If you love talking to customers, asking tough questions, and wrangling shifting timelines — this role might be for you.

You will join a team of Full-Stack Developers (including a Team Leads), Product Managers, Program Manager & Solution Engineers, all dedicated to solving B2B companies’ biggest challenge: customer implementation.

As a Program Manager, Customer Implemenations at gaiia, you’ll be the person who brings clarity to chaos. You’ll be responsible for turning big, complicated customer implementations into structured, visible, and collaborative projects. That means owning the plan, the timeline, the dependencies, and the delivery—across both internal teams and customers. It also means owning the relationship: you’re the person customers trust to tell them where things really stand.

This role is focused on customer implementation projects, each of which involve a new customer migrating from their systems onto our all-in-one software suite.

Our customers are ISPs. They’re technical, busy, and under pressure to Go Live on a new all-in-one platform — often while running their existing one in parallel. You’ll guide them through critical moments like data migrations, provisioning workflows, and platform setup. You’ll help define what a successful ending looks like for each project, track dependencies across teams, and make sure we’re all working from the same playbook. Many implementations depend on product work still in flight. You’ll make those product dependencies visible early, negotiate scope and timing with Product and Engineering, and keep customer commitments in line with what the roadmap can actually deliver.

Internally, you’ll collaborate closely with multiple functions to keep everything moving. Your day-to-day will involve getting deep into the weeds: working with customers to nail down inputs and delivery dates, helping teams unblock each other, and making sure our internal tools (i.e. Notion, Linear, Rocketlane) reflect reality. You’ll also zoom out regularly, distilling the detail into clear, concise updates for gaiia’s leadership and for customer executives. You’ll also be a big part of shaping how we do project management at gaiia—not with heavy processes, but by building shared practices and tools that make everyone’s life easier.

You'll also play a key role in building out our AI-powered PMO — using tools like Claude to automate reporting, surface cross-project insights, and scale how we deliver great implementations with latest and greatest that AI has to offer.

This role (new vacancy) is equal parts coordination, communication, relationship management, and tactical execution—and it’s deeply customer-facing.

🪄 What you’re going to do

• Drive the end-to-end implementation process for new customers, from scoping through Go Live.
• Be the main point of contact for customers during onboarding—driving timelines, setting expectations, and keeping everyone on track.
• Build and maintain strong, trust-based relationships with customer stakeholders at every level, from day-to-day operators to executive sponsors. Manage expectations through difficult conversations, escalations, and changes in scope.
• Build and maintain project plans that clarify deliverables, timelines, and dependencies across teams.
• Identify, track, and manage product dependencies and flag early when a dependency puts a Go Live date at risk.
• Coordinate closely with internal teams (product, customer success, customer solutions and engineering) to unblock issues and ensure smooth execution.
• Identify risks early and adapt plans quickly when things change—without letting details fall through the cracks.
• Distill complex project status, risks, and decisions into crisp, executive-ready updates. Present them to gaiia leadership and customer executives, both live and in writing.
• Keep project info organized, accessible, and up-to-date, so everyone knows what’s happening and what comes next.
• Spot patterns and inefficiencies across projects to help us scale how we deliver great implementations.
• Use AI tools (including Claude) to build and maintain cross-customer reporting dashboards, automate status updates, and surface portfolio-level risks from your project data.
• Help define and evolve our AI-powered PMO practices — building prompts, workflows, and lightweight automations that make the whole implementation team more effective.

🌈 What we are looking for

• You’ve led complex projects with technical teams and customers before—and you actually like it.
• You’re comfortable running external calls, asking customers the hard questions, and telling them what you need from them to move forward.
• You build relationships that hold up under pressure. Customers trust you because you’re candid, reliable, and on their side, even when the news isn’t good.
• You can take a messy, detailed situation and tell an executive what matters in five minutes: what’s happening, what’s at risk, and what you need from them.
• You understand how software gets built and delivered, even if you’re not the one writing the code. You’re comfortable working through product dependencies and making any risks knows before they become blockers.
• You know how to track shifting priorities without losing the thread—and you believe transparency is better than perfection.
• You have a high bar for communication and clarity, and you’re not afraid to chase down missing info.
• You're comfortable using AI tools in your day-to-day work — not just as a novelty, but to genuinely improve how you manage projects, communicate status, and spot patterns across a portfolio.
• Bonus if you’ve worked in B2B SaaS or with telecom/ISP customers before.

🎖️ Qualifications

• 5–8 years of experience in a project management or implementation-driving role at a B2B software company.
• Experience leading customer-facing projects with multiple stakeholders, tight timelines, and shifting requirements.
• Proven relationship management skills: you’ve owned customer relationships through complex engagements, including escalations and tough conversations.
• Experience presenting to and writing for executive audiences, such as steering committees, QBRs, or leadership status reviews.
• Experience managing cross-team product dependencies, ideally where customer deliverables relied on features still in development.
• Strong organizational and communication skills—you know how to keep people aligned and work moving forward.
• Comfort navigating ambiguity and driving clarity across cross-functional teams.
• A track record of managing complex timelines and dependencies across departments.
• Familiarity with implementation, onboarding, or data migration projects is a big plus.
• Experience with agile tools (i.e. Linear, Notion) to track progress, surface blockers, and communicate clearly.
• AI Fluency - 🤖 We're building an AI-powered PMO and expect every Program Manger to be an active contributor to that vision. i.e. Demonstrated experience using AI tools (Claude, ChatGPT, Copilot, etc.) to improve project management workflows — e.g. drafting status reports, summarizing call notes, or generating project plans from unstructured inputs.

💰Salary

At gaiia, we have a transparent salary philosophy and a robust evaluation and compensation framework. It translates to a fair and impartial model where salaries are published internally, healthy discussions around compensation and performance can exist, and taboos are removed.

The salary range for this role is $95,000-$140,000.

🔆 Benefits

• Flexible 25-days of vacation.
• Stock Options Plan.
• Group Insurance.
• Telemedicine.
• Life Spending Account.
• GRSP.
• All-remote work.

We are an equal-opportunity employer committed to inclusivity and diversity. Our workplace is fully remote and boasts accessible technologies, ensuring all team members can thrive. Should you require accommodations due to a disability during the application process, please contact us at 581-996-9639 or people@gaiia.com as per the Accessible Canada Act and human rights legislation. We're here to support you every step of the way. #LI-DNI