SwiftFox is an Australian software company that develops an all-in-one CRM platform used by organisations across Australia, New Zealand and the UK. We help membership organisations, charities, unions, chambers of commerce and campaigners manage their people, communications, fundraising, events, websites and operations from a single platform. As a fast-growing company, we’re now expanding globally to help even more organisations increase their impact.

About the role

The Implementation Manager is responsible for the successful onboarding of new SwiftFox customers, guiding each organisation from contract signature through to launch and handover to Account Management. Reporting to the Head of Implementation, you’ll deliver implementations using SwiftFox’s structured onboarding methodology, working closely with the Product and Customer Experience teams.

Your goal on every project is customer independence — customers who understand how SwiftFox works, can configure the platform themselves, and don’t depend on us for routine changes. The success metric is not simply adoption, but customer self-sufficiency.

What you’ll do

• Manage a portfolio of customer implementations from kick-off through to go-live and handover.
• Deliver our standard implementation model, including data migration and validation, platform configuration, training delivery and launch preparation.
• Deliver structured weekly training sessions that progressively build customer confidence and capability.
• Support enterprise and complex implementations — managing customer communication during development, providing clear progress updates and demonstrating features as they’re completed.
• Keep projects on time and within agreed scope, raising Change Orders when new requirements emerge.
• Provide post-launch Hypercare, including weekly check-ins, adoption support and early issue resolution.
• Deliver structured handovers to Account Management with clear documentation, customer history, and identified risks and opportunities.
• Contribute to improving implementation standards, templates and delivery processes as the team grows.

What we’re looking for

• Proven project management or implementation delivery experience, ideally with SaaS or CRM platforms.
• Strong customer leadership — you build confidence and keep stakeholders aligned throughout onboarding.
• Confident training delivery and the ability to make complex software feel simple.
• Strong scope discipline and commercial awareness.
• An organised, process-driven approach with excellent attention to detail.
• Clear written and verbal communication.

Your skills

• Experience implementing CRM, membership or communications platforms.
• Experience working with associations, not-for-profits or member-based organisations.
• Change management or training qualifications.
• Familiarity with data migration and validation processes.

Why join SwiftFox?

• Own customer outcomes end to end and see the direct impact of your work.
• Join a growing implementation function with real career progression as the team scales.
• Work with a modern, AI-forward platform and one of Australia’s fastest-moving software teams.
• Flexible working.