SaaS Project Manager

Position Description:

ServiceTrade is a leading SaaS company transforming the fire protection and mechanical industries. We’re seeking a motivated and skilled Project Manager to join our growing team. As a Project Manager, you will be responsible for managing the end-to-end onboarding experience for new customers. Your role will be to ensure customers are set up for long-term success by delivering a smooth, timely, and value-driven onboarding process. You will manage project plans, coordinate internal teams, and serve as the primary point of contact for customers during onboarding. Success in this role requires strong project management skills, a customer-first mindset, and the ability to thrive in a fast-paced, collaborative SaaS environment.

Why ServiceTrade:

Our Professional Services team is at the forefront of revolutionizing an industry often overlooked when it comes to technology. You’ll work alongside our forward-thinking Leadership Teams to spearhead impactful, transformative solutions as well as helping our company grow by aiding the creation or maintenance of processes that better support your central focus.

What sets us apart? Our product is a true GAME-CHANGER that provides our customers a massive ROI and keeps them on the leading edge of the industry.

About You:

You bring superb customer service experience with an excellent mix of planning, execution, and delivery of complex software projects, ensuring they are delivered on time and on budget. You work well in a cross-functional environment with clear communications skills while managing quality and identifying risk. You are organized and analytical and can lead the entire project from conception through completion. Additionally, you are team-oriented, self-motivated, and able to handle multiple projects/customers at one time.

A natural curiosity, intelligence, grit, and focus on learning and improving day over day is required.

Key Responsibilities and Activities:

• Manage the onboarding process for new customers, ensuring projects are delivered on time, within scope, and aligned with customer goals.
• Develop and maintain detailed onboarding project plans, including tasks, timelines, and responsibilities.
• Coordinate cross-functional efforts between implementation, product, support, and customer success teams.
• Serve as the main point of contact for customers during onboarding, maintaining clear and proactive communication.
• Facilitate discovery sessions to understand customer requirements, use cases, and success criteria.
• Identify and manage project risks and issues, escalating as needed to ensure timely resolution.
• Track progress against milestones and deliverables; keep both internal teams and customers informed through regular status updates.
• Collaborate with internal stakeholders to ensure a seamless handoff to the Customer Success team post-onboarding.
• Provide feedback to improve onboarding processes, documentation, and customer-facing resources.
• Ensure customers are set up with the correct data, configuration, and training to achieve early value from the platform.

Knowledge & Skills:

• Bachelor’s degree and 2–5 years of project management experience, preferably in a SaaS or technology-focused environment.
• Experience leading customer-facing projects or onboarding programs for software products.
• Proficiency with project management and collaboration tools such as Rocketlane, Smartsheet, Trello, or similar.
• Strong organizational skills with the ability to manage multiple onboarding projects simultaneously.
• Excellent communication and interpersonal skills, with a proven ability to build rapport with customers.
• Familiarity with customer onboarding best practices and customer journey mapping is a plus.
• General understanding of SaaS platforms, integrations, and software implementation processes.
• CAPM certification or pursuit of PMP is a plus.
• Comfortable working cross-functionally in a fast-paced, dynamic team environment.
• Willingness to travel up to 25% if needed.

A few things you want to know:

What does ServiceTrade do?

Founded in 2012, ServiceTrade is the software platform for commercial mechanical and fire contractors. More than 1,300 contractors use ServiceTrade to increase profit and deliver more work during a persistent skilled labor shortage by improving service and project operations, helping technicians be more productive and do their best work, selling more service and inspection agreements, and growing customer loyalty. Over 10% of the commercial or industrial buildings in the United States are serviced by contractors using ServiceTrade to manage 13 million equipment assets and invoice more than $7.5 billion of service-related commerce. 

Ok, so why should I care about that?

Our customers are smart, hard-working people who we enjoy serving. We help them grow their business to earn more revenue, employ more blue-collar workers, and become more valuable to their customers. It’s why we get excited about serving a market that you might never have thought about before.

What kind of working environment do you have?

We’ve transitioned from a start-up to a scale-up -- that means we still have the spirit and energy of a start-up and are adding new people who will help us expand our business faster and run our business smarter. We have big ambitions and every employee understands our goals and what their role is in achieving them. Read about our company culture on our About Us page. 

What kind of benefits do you offer?

• Medical with Blue Cross Blue Shield NC (2 options)
• Dental and Vision with Unum 
• Company-paid Life insurance, STD and LTD 
• Voluntary benefits including Supplemental Life Insurance, HSA, FSA and Dependant Care, Critical Illness and Accident  
• 401(k) with up to 3% employer match and NO vesting period
• Flexible PTO policy
• 10 company holidays
• Parental Leave 
• Community Impact Program (Volunteer)

#LI-Remote #LI-Hybrid

EEO Statement:
ServiceTrade provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
ServiceTrade is not registered to hire in all 50 states. You must reside in one of the states listed to be considered.(AL,AZ,CA,CO,CT,DE,FL,GA,IL,IN,KY,MD,MI,MO,NY,NC,OH,OR,PA,SC,TN,TX,UT,VA,VT,WA)

Please Be Aware of Recruiting Scams

To protect yourself against the increasing number of recruiting scams, please make sure that you are communicating with ServiceTrade. We communicate through our corporate website servicetrade.com, through corporate emails utilizing our domain name of @servicetrade.com, and through servicetrade.greenhouse.io. Be vigilant when checking domains because imitators often make very small changes to trick the eye. Additionally, please know that ServiceTrade does not use text messaging or public messaging platforms, such as Telegram or Whatsapp, to make initial contact with candidates and ServiceTrade will never ask an employment candidate for financial information or for payment of any kind.