Implementation Project Manager

About the Role

Surge is an AI-first software and data company serving the wholesale mortgage lending space. We run Partner360, a partner relationship management platform with a ten-year production history and a six-year zero-outage record, built on proprietary mortgage-industry data that nobody else can assemble. We recently entered a new chapter under new ownership, and we are building the team that takes us through our next phase of growth.

We are hiring an Implementation Project Manager to lead customer implementations of the Surge platform from kickoff through go-live. You will work directly with customers, our internal team, and implementation partners to turn requirements into a working configuration and a successful launch. The role blends project management, customer engagement, business analysis, and hands-on platform configuration.

What You Will Own

Customer Implementations

• Lead customer implementations from kickoff through successful go-live
• Be the primary point of contact for customers throughout the implementation
• Understand customer goals and requirements, and translate them into product configuration
• Configure and validate solutions in the Surge platform
• Support training, testing, and go-live, and make sure customers are ready to use the platform

Project Management

• Build and maintain implementation plans, timelines, milestones, and action items
• Coordinate work across customers, internal teams, and external partners
• Run project meetings and keep stakeholders current on progress
• Track risks, dependencies, and open questions, and resolve blockers before they slow a launch
• Manage multiple implementations at once

Partner and Vendor Coordination

• Work with implementation partners, vendors, and system integrators on customer deployments
• Direct and support the implementation work that partners perform
• Help build repeatable implementation processes that scale across customers and partners

Product and Configuration Support

• Develop deep knowledge of the Surge platform and our implementation methodology
• Analyze customer forms, documents, and workflows to determine the right configuration
• Identify configuration gaps, implementation challenges, and opportunities to improve how customers use the platform
• Document decisions, requirements, configurations, and outcomes
• Work with Product and Engineering when an enhancement or change is needed

What We Are Looking For

• Experience managing software implementation or onboarding projects, ideally in SaaS
• Experience working directly with customers
• Salesforce administration or configuration experience, and comfort with workflow automation concepts such as Salesforce Flows
• A track record of coordinating work across multiple stakeholders and teams
• Strong written and verbal communication
• Highly organized, analytical, and able to work from incomplete or evolving requirements
• A real appetite for AI tools and modern workflows

Who You Are

• An owner who takes the implementation and the customer outcome personally
• Naturally curious, organized, and analytical: you understand a customer's process, ask the right questions, and build a practical plan without every step prescribed
• A clear communicator who can translate technical concepts into language customers understand, and who builds trust with customers, internal teams, and partners
• Comfortable learning new products and business domains quickly
• Calm and steady when requirements shift mid-project

Compensation and Benefits

• Competitive compensation based on experience (including bonus, 401(k), etc.)
• Health, dental, and vision insurance
• Unlimited PTO

Work Location

Remote, United States.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, sexual orientation, national origin, or any other category protected by law.