About the role
About the role
We’re hiring an Implementation Manager to guide customers through onboarding and ensure they reach initial value lightning fast. You’ll be the customer-facing owner of onboarding for customers ranging from SMB to Enterprise, partnering closely with the CS, ops, and product teams to design onboarding plans, unblock dependencies, and keep every implementation moving. This role is ideal for someone with a consulting/services/ops foundation who’s comfortable with technical conversations, being customer-facing, and thrives in a fast-moving software startup environment.
What you’ll do
- Lead customer onboarding end-to-end: run kickoff, discovery, success criteria, milestones, and go-live planning to drive time-to-first-value.
- Be the customer’s point person: build trust with stakeholders, run status calls, set expectations, and communicate clearly when tradeoffs arise.
- Unblock anything needed for initial value: identify blockers early, troubleshoot issues, and drive resolution across teams.
- Translate needs into requirements: distill complex customer workflows into clear, actionable requirements for technical and non-technical partners.
- Operate as the implementation project manager: manage timelines, risks, dependencies, and stakeholder alignment across multiple concurrent accounts.
- Think technically + operationally: understand data flows/integrations/workflows enough to diagnose issues, coordinate fixes, and prevent repeat problems.
- Drive continuous improvement: improve templates, checklists, and playbooks; spot patterns and turn them into process and product improvements.
