Project Manager, Client Onboarding

Enterprise implementations | Mission-critical ticketing platform migrations

London (hybrid, with client site travel) | Reports to Customer Success Director | Series A SaaS | Full-time

About Expian

Expian is a SaaS ticketing platform built for demanding visitor-economy operators: large heritage and cultural attractions, ferry operators, and large-scale ticketed events. From timed-entry heritage sites to multi-vessel, multi-route operations for carriers, through to high-demand events, we handle ticketing complexity others cannot. Every client runs on a single, unified codebase with a clear product definition, and our pipeline of ambitious organisations is growing across all sectors.

For our clients, ticketing is not a peripheral system. It sits directly where revenue, operations, and customer experience meet. When a large organisation chooses Expian, it is replacing an incumbent platform as part of a wider digital transformation. These projects combine our core product with enhancements, customisations, and integrations into the client’s digital estate. We are hiring a Project Manager to own these onboarding projects from start to finish.

The opportunity

You will be the person a major client trusts to take them from signed contract to live operations. You will run complex, high-stakes replacement programmes for systems their business cannot function without. Deadlines are anchored to real-world events such as season openings, sailing schedules, or ticket on-sale dates. Stakeholders range from ticket office staff to C-suite executives running broader transformations.

These are not cookie-cutter rollouts. Delivery spans discovery, solution design, build, core configuration, customisations, and integrations with payment providers, CRMs, access control, finance, and e-commerce platforms. You will orchestrate and govern these projects by pulling in Expian’s product, engineering, support, and commercial expertise at the right moments, keeping every project strictly to scope, schedule, and budget.

What you will own

End-to-end project delivery

From contract to go-live: Own the full onboarding lifecycle: discovery, solution design, planning, configuration, integration, migration, testing, training, cutover, and hypercare.
On-time, on-budget delivery: Build and maintain realistic plans with clear milestones, dependencies, and critical paths anchored to immovable dates. Track budget and margin, flagging deviations early.
Scope and change control: Maintain a clear, documented line between core product features, agreed enhancements, customisations, and integrations. Run disciplined change control so scope evolves deliberately.
Cutover and go-live: Plan and execute the switch from the incumbent platform, including data migration, parallel running, rollback plans, and a smooth rollout.

Client leadership

Single point of accountability: Act as the client’s trusted lead who knows the plan, risks, and next required decisions.
Stakeholder management: Operate comfortably across all levels, coordinating with client-side programme managers, IT leads, and third-party vendors.
Project governance: Run clear governance through steering meetings, status reporting, RAID logs, and direct escalation.
Change readiness: Prepare the client’s teams through thorough training, process updates, and operational rehearsals before launch.

Technical orchestration

Technical communication: Lead integration discussions credibly around REST APIs, webhooks, authentication, data flows, and environment management.
Integration delivery: Coordinate integrations between Expian and the client’s digital estate across Expian engineers, client IT teams, and third parties.
Requirements to solution: Translate client requirements into clear specifications with product and engineering teams, knowing what is configuration versus customisation and what each costs.
Data migration: Own the strategy for migrating bookings, products, customer data, and history from incumbent platforms, backed by client-approved validation.

Working the Expian system

Cross-functional collaboration: Bring in product, engineering, support, security, and commercial colleagues with precise briefs to maximize their impact.
Playbook building: Refine Expian’s repeatable implementation playbook to make every onboarding faster and more predictable.
Handover to steady state: Hand clients over cleanly to support and customer success with complete documentation and clear open-issue lists.
AI-assisted workflows: Embrace AI-assisted tools to plan, document, and communicate more efficiently.

What success looks like in your first 12 months

Deliver your first enterprise onboarding on time, on budget, and at agreed scope with a client willing to act as a reference.
Execute go-lives that hold without missed sailings, lost peak weekends, or failed on-sale events.
Deliver integrations predictably with clear specifications, tested interfaces, and defined ownership.
Build a measurably stronger implementation playbook with templates, checklists, and shared learnings.
Bring in Expian experts efficiently, running well-organized projects that colleagues trust.
Ensure clean handovers into support and customer success so clients are set up for growth.

Who you are

You bring delivery instincts formed on complex projects, technical depth to hold credible integration conversations, and strong communication skills to align multidisciplinary teams.

Must-haves

5+ years of project management experience delivering software implementations for enterprise organisations, ideally replacing or migrating business-critical platforms.
Experience delivering projects within wider digital transformation programmes while coordinating with client teams and third-party vendors.
Technical fluency across API-first architectures, integration patterns (REST, webhooks, batch), environments, and data migration.
Track record of on-time, on-budget delivery using disciplined scope and change control across product configuration, customisation, and multi-system integrations.
Excellent written and verbal communication skills, capable of running governance with C-level executives and technical sessions with engineers.
Outstanding organisational skills to keep plans, dependencies, risks, and actions visible and owned.
An orchestrator’s mindset, delivering through specialists and making team members more effective.
Calm under pressure when managing go-lives tied to fixed real-world dates.

Nice-to-haves

Experience in ticketing, visitor attractions, heritage, transport, live events, or hospitality technology.
Experience on either the vendor or operator side of a ticketing platform replacement.
Formal delivery qualifications such as PRINCE2, PMP, or Agile/Scrum.
Experience with payment providers, access control systems, or CRM integrations in transactional environments.
First-hand experience using AI-assisted tools in delivery workflows.

How we work

We are a London-based team working in a hybrid model: typically a few days a week in the office and the rest where you do your best work. This role includes travel, as discovery and go-live phases happen on site at attractions, ports, and venues. We move fast and actively use AI to scale our delivery.

Compensation

Base salary: £55,000 to £70,000 (calibrated to experience)
Performance bonus: Tied to on-time, on-budget delivery and client satisfaction
Benefits: Private health, pension, 26 days holiday plus bank holidays

How to apply

Send a short note about the most complex implementation you have delivered, outlining what made it challenging and how you landed it. Include your CV or LinkedIn profile and send it to careers@expian.io. We aim to respond to every applicant within two weeks.

Expian is an equal opportunity employer. We hire on talent and trajectory, welcoming applicants from every background.