Implementation Manager (Onboarding & Delivery)

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.
• Partner with internal teams: align with CS, Product, Engineering, and Ops to ensure smooth delivery and clean handoff post-launch.

What we’re looking for

• 3+ years of experience in Implementation, Customer Success, Consulting, Services, Investment Banking, or Ops.
• Experience in an ops/customer role at a startup (you’ve operated in ambiguity and helped build process on the go).
• Track record leading complex, cross-functional projects with multiple stakeholders.

Core strengths for success

• Comfortable operating without structure: you can forge a path through complex problems without always having the full picture or a playbook.

• Strong customer presence: you can confidently lead executive-facing conversations, build credibility fast, and handle difficult moments well.

• Technical + operational thinker: you enjoy diagnosing workflow/data/integration issues and coordinating the work to fix them (no need to be an engineer).

• Adaptable and improvement-oriented: lack of process doesn’t frustrate you - you create structure, iterate, and continuously raise the bar.

• Ability to multitask across multiple accounts while knowing when to dive deep to unblock a critical issue.

• Exceptional written and verbal communication; crisp updates, clear next steps, and strong follow-through.

• Detail-oriented, organized, and accountable - you close loops.

• Technical-leaning: comfortable talking about integrations, data formats, and other technical conversations.

Ideal backgrounds (examples, not requirements)

• Consulting: client-facing problem solver who can structure ambiguity and drive outcomes.
• Services: delivery-oriented implementer who’s seen complex rollouts and knows how to land them cleanly.
• Operations: systems/process builder who can run projects and tighten execution.
• Technical-leaning: comfortable talking about integrations, data formats, and technical conversations.

Bonus Qualifications

• Experience with implementation involving various file systems, data pipelines, or finance/ops workflows.
• Experience building onboarding playbooks or scaling an implementation motion from the ground up.
• Familiarity with the operations of the consumer packaged good and retail industries
• Strong inclination towards automation and software-solutions to operational problems 

Compensation

1. Salary: $120-$150k
2. Equity: .05%-.15%

Why Work With Us:

• Join as an early team member at a high-growth at a Series A YC startupl.
• Collaborate directly with experienced founders who have successfully built and scaled startups before.
• Solve impactful, real-world problems affecting well-known brands in retail.
• Collaborative, energetic, in-person culture located in our NYC office.

Location:
New York, NY (Relocation Assistance Available)

Benefits:

• Competitive salary and equity options
• Relocation assistance provided to New York City
• Comprehensive medical, dental, and vision insurance
• 401(k) plan
• Unlimited PTO