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.

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.

About Gaiias

• 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.
• 🤙🏼 About gaiia At gaiia, we're building the leading platform for Communications Service Providers (CSPs) that truly care about their customers.
• Our core product is an operating system (OS) for telcos that manages billing, operations, automation and everything in between.
• We're passionate about taking care of our people, and it's not just lip service.
• We're excited to have you join us for your next career adventure!

Responsibilities

• That means owning the plan, the timeline, the dependencies, and the delivery—across both internal teams and customers.
• 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.
• 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.
• 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.

Requirements

• Be the main point of contact for customers during onboarding—driving timelines, setting expectations, and keeping everyone on track.
• 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.
• 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.
• Experience with agile tools (i.e. Linear, Notion) to track progress, surface blockers, and communicate clearly.
• 🤖 We're building an AI-powered PMO and expect every Program Manager 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.
• GRSP.

Preferred

• Familiarity with implementation, onboarding, or data migration projects is a big plus.

Pay

• The salary range for this role is $95,000-$140,000 . 🔆 Benefits Flexible 25-days of vacation.
• Stock Options Plan.

Benefits

• Group Insurance.
• Telemedicine.
• Life Spending Account.
• We want you to focus on your job while we care for everything else.
• We offer competitive pay and benefits, flexible vacations, attractive stock options, unparalleled transparency, and a 100% remote environment.

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