SaaS Implementation & Client Success Lead

As an Implementation and Success lead, the role owns an implementation from kick-off to close-out. You are the accountable delivery lead - the primary point of contact for the customer on delivery, the person who holds the plan and the risk, and the one who ensures the team around you is coordinated and on track and that the customer stays confident.

It is a hands-on role; you are close enough to the build and rollout to spot problems before they advance. Accountability does not shift at debut- it continues through hypercare close-out. This role is the engine that turns a signed contract into a live, adopted solution.

You will be joining a team that is scaling. There is no fully established playbook to inherit. Part of this role is contributing to how we deliver - detailing what works, improving what doesn’t, and helping us get better as we grow.

WHAT YOU WILL BE DOING

• Managing customer implementations end to end across your active portfolio
• Owning the delivery plan, achievements, dependencies, and RAID log for each study - actively, not administratively
• Coordinating Solution Engineers, testers, and Product Engineering to keep builds on track
• Acting as the primary customer contact for delivery status, risk, and blocking issue throughout implementation
• Identifying where product development timelines or release scope build delivery risk - and managing that risk transparently with customers and internally
• Adapting delivery approach across deployment models - forward deployed, guided, and self-serve
• Closing out hypercare cleanly: lessons captured, handover detailed, no lingering post-go-live noise
• Contributing to the delivery playbook - documenting approach, flagging gaps, helping the team learn

Delivery and implementation

• Demonstrable track record of delivering SaaS implementations on enterprise platforms in regulated industries
• Has delivered while a product was still maturing - experienced with implementation risk that originates in adoption rate, customer and or timeline
• Structured delivery field: can show a real delivery plan, a maintained RAID log, and genuine risk decisions made under pressure
• Experienced running multiple concurrent implementations with different deployment models
• Knows how to hold delivery quality when the environment is ambiguous and there is no established playbook to follow

Customer and Collaborator management

• Has managed sophisticated customers with high governance standards - pharma, life sciences, or similarly regulated enterprise environments
• Surfaces risk early and directly; does not manage it away to protect the relationship
• Communicates delivery status, product constraints, and timeline risk honestly - including when the message is uncomfortable
• Has held sponsor-side Digital and Data collaborator relationships at programme level
• Builds trust through delivery, not through reassurance

Technical literacy

• Technically literate enough to lead engineers, read a data model, and understand integration dependencies - without being an engineer
• Comfortable engaging with Product Engineering on build sequencing, release scope, and configuration constraints
• Understands how AI-enabled product features affect implementation sequencing and data readiness
• Can identify when a product gap requires critical issue and frame it clearly for both technical and non-technical audiences

Ways of working

• Brings structure to environments that do not yet have it - does not wait to be given a framework
• AI tooling is part of their current workflow for delivery planning and project management - not an aspiration
• Comfortable contributing to process development alongside live delivery
• Resilient under competing pressure from customer, commercial, and product directions simultaneously, * Bachelor’s Degree
• 7+ years of minimum experience
• Delivery of SaaS implementations on enterprise platforms - not just managed projects within a vendor-delivered model
• Shown experience to work on evolving products
• Active Technical Literacy is active, not passive
• Demonstrated work in pharma, life sciences, or a regulated enterprise environment

This role is approved for remote working. The remote designation reflects the global nature of the customer portfolio and the expectation that meaningful, high-quality in-person engagement with customers is a core part of how this role operates, not an occasional addition to it.

The annual base pay for this position ranges from $172,466.40 - 258,699.60 USD Annual. Hourly and salaried non-exempt employees will also be paid overtime pay when working qualifying overtime hours. Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition, our positions offer a short-term incentive bonus opportunity; eligibility to participate in our equity-based long-term incentive program (salaried roles), to receive a retirement contribution (hourly roles), and commission payment eligibility (sales roles). Benefits offered included a qualified retirement program [401(k) plan]; paid vacation and holidays; paid leaves; and, health benefits including medical, prescription drug, dental, and vision coverage in accordance with the terms and conditions of the applicable plans. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base pay (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Are you ready to bring new insights and fresh thinking to the table? Fantastic! We have one seat available, and we hope it’s yours. Apply today.

Are you ready to be part of the future of healthcare? Can you think big, be bold, and harness the power of digital and AI to tackle longstanding life sciences challenges? Then Evinova, a new health tech business part of the AstraZeneca Group might be for you!

Transform billions of patients’ lives through technology, data, and innovative ways of working. You’re disruptive, decisive, and transformative. Someone excited to use technology to improve patients’ health. We’re building a new Health-tech business - Evinova, a fully-owned subsidiary of AstraZeneca Group.

Evinova delivers market-leading digital health solutions that are science-based, evidence-led, and human experience-driven. Thoughtful risks and quick decisions come together to accelerate innovation across the life sciences sector. Be part of a diverse team that pushes the boundaries of science by digitally empowering a deeper understanding of the patients we’re helping. Launch pioneering digital solutions that improve the patients’ experience and deliver better health outcomes. Together, we have the opportunity to combine deep scientific expertise with digital and artificial intelligence to serve the wider healthcare community and create new standards across the sector.

We are in an active growth phase. Our platform is evolving quickly, our customer base is expanding, and our delivery capability is scaling alongside it. We operate in a regulated environment, with sophisticated sponsor customers who have high expectations and real experience of enterprise implementation.

We are building delivery capability that matches the quality of our product ambition. That means hiring people who bring structure, judgement, and honesty and who are energised by building something, not just running it.