Implementation & Adoption Lead

About the role

Jem, a fast‑growing HR‑tech scale‑up in South Africa, is looking for an Implementation & Adoption Lead to ensure its payroll, clock‑in and rostering products are successfully embedded in client operations and to create a repeatable rollout playbook for future customers.

Key responsibilities

• Run on‑site training sessions and weekly adoption rhythms with client teams, guiding supervisors, ops managers and payroll staff.
• Own adoption progress for a portfolio of clients, helping design incentive structures and maintaining momentum during the first weeks post‑launch.
• Identify behavioural versus structural adoption blockers, log them and work with product and engineering to resolve structural issues.
• Develop a comprehensive rollout playbook including training curriculum, onboarding sequence, escalation tree and hand‑over model for the CSM team.

Required profile

• 5‑8 years of experience in implementation, onboarding or change management for B2B SaaS, preferably in workforce management or payroll.
• Proven track record of delivering measurable adoption outcomes across a client portfolio.
• Experience building and documenting a rollout playbook with training, onboarding and escalation components.
• Strong written communication skills for logging blockers and shaping product problem statements.
• Willingness to travel weekly to client sites and work in a fast‑moving, high‑ownership environment.

What we offer

• Hybrid work model with three days per week in the Cape Town or Johannesburg office.
• Competitive monthly salary (R65,000‑R85,000) and benefits including lunch, medical aid contribution, retirement annuity contribution and 22 days of annual leave.
• Direct line to the product team, allowing ground‑level insights to influence product development quickly.
• High ownership and visible impact across customer success, implementation and product functions.