About LeadSquared

One of the fastest growing SaaS companies in the CRM space, LeadSquared empowers organizations with the power of automation. More than 1800+ customers with 2.50 lakhs users across the globe utilize the LeadSquared platform to automate their sales and marketing processes and run high velocity sales at scale.

Known for its verticalized, industry-centric solutions, LeadSquared serves EdTech, Education, Healthcare, BFSI, Real Estate, Automotive, and Hospitality industries. The company is headquartered in Bengaluru with a local presence in New Jersey, Philippines, South Africa, Australia, and Indonesia.

The Role

We are looking for an experienced Associate Director – Implementation to lead enterprise implementation programs across industry. This role will be responsible for driving successful customer onboarding, managing a high-performing implementation team, ensuring predictable project delivery, and partnering closely with Customer Success, Product, Engineering, and Sales to deliver outstanding customer outcomes.

The ideal candidate has extensive experience managing enterprise SaaS implementations, leading large delivery teams, and driving operational excellence in a customer-facing environment.

Key Responsibilities

• Lead end-to-end implementation of LeadSquared solutions for clients
• Understand business requirements and translate them into system configurations
• Configure workflows, lead management, integrations, and automation within the platform
• Collaborate with cross-functional teams (Sales, Product, Support) for smooth delivery
• Manage client expectations, timelines, and deliverables
• Conduct user training sessions and enable client teams for platform adoption
• Troubleshoot issues during and post implementation
• Ensure high customer satisfaction and successful go-live
  
  

Requirements

Customer Delivery

• Own end-to-end implementation delivery for enterprise customers across industries such as Manufacturing, EdTech, Healthcare, Retail, Logistics, Real Estate, and Technology.
• Ensure projects are delivered on time, within scope, budget, and quality expectations.
• Drive implementation governance, risk management, and executive stakeholder communication.
• Manage complex customer escalations and ensure timely resolution.
  
  

Team Leadership

• Lead, mentor, and scale a team of Implementation Managers, Consultants, and Project Managers.
• Define team goals, performance metrics, and career development plans.
• Build a high-performance, customer-first delivery culture.
  
  

Delivery Excellence

• Standardize implementation methodologies, frameworks, and best practices.
• Drive improvements in implementation timelines, customer experience, and operational efficiency.
• Monitor delivery KPIs including implementation cycle time, CSAT, project health, and resource utilization.
  
  

Cross-functional Collaboration

• Partner with Sales during transition from pre-sales to delivery.
• Collaborate with Customer Success to ensure seamless customer handover and long-term adoption.
• Work closely with Product and Engineering to prioritize customer requirements and product enhancements.
• Coordinate with Support teams for successful go-live and post-implementation stabilization.
  
  

Strategic Initiatives

• Develop scalable implementation processes for enterprise growth.
• Drive automation and process optimization initiatives.
• Support strategic customer reviews and executive business reviews.
  
  

Desired Skills & Experience

• 8+ years of experience in SaaS implementation, professional services, consulting, or enterprise solution delivery.
• Experience managing enterprise customers with complex implementation programs.
• Strong project management and stakeholder management skills.
• Experience handling customer escalations and executive communications.
• Excellent leadership, coaching, and people management capabilities.
• Strong analytical and problem-solving skills.
• Ability to work in a fast-paced, high-growth SaaS environment.
  
  

Preferred Qualifications

• Bachelor's degree in Engineering, Computer Science, Business, or a related field.
• MBA or PMP certification is an added advantage.
• Experience with CRM, Sales Automation, Marketing Automation, or Customer Engagement platforms is preferred.
  
  

Success Metrics

• On-time implementation delivery
• Customer Satisfaction (CSAT)
• Time-to-Go-Live
• Project health and implementation quality
• Team engagement and retention
• Resource utilization
• Customer adoption and successful handoff to Customer Success
  
  

Why Join LeadSquared?

• Opportunity to lead large-scale enterprise implementation programs.
• Fast-paced environment with strong ownership and leadership exposure.
• Collaborative culture focused on innovation and customer success.
• Competitive compensation, benefits, and career growth opportunities.