Implementation Manager - Hybrid
Lead end-to-end onboarding for high-volume e-commerce clients, guiding them from signed contract to fully compliant and live. Requires 2+ years in implementation/onboarding/customer success and strong project management skills.
About the job
Responsibilities
- Lead the end-to-end onboarding journey for a high-volume book of business, ensuring every merchant hits their "Go-Live" date with 100% accuracy.
- Act as a trusted advisor for clients, guiding them through tax registrations, data transfers, and platform configuration.
- Obsess over "Time-to-Value." Identify bottlenecks in our process and work cross-functionally to remove them.
- Translate complex customer needs into actionable feedback for our Product and Engineering teams.
- Create the documentation, help center articles, and internal playbooks that allow us to scale without losing our "white-glove" touch.
- Dig into data imports and integration settings to ensure our customers' financial data is flowing perfectly.
Qualifications
- 2+ years of experience in Implementation, Onboarding, Customer Success, or Operations. Startup experience is a massive plus.
- High Operational Rigor: You are a project management pro. You don't let balls drop, and you thrive when juggling 20+ active implementations.
- Technical Empathy: You can explain complex logic (like tax nexus or API integrations) to a non-technical founder with ease.
- Bias for Action: When you see a broken process, you fix it. You don't wait for permission to make things better.
- The "Craft" Mindset: You care about the details. In tax compliance, "almost right" is wrong.
- Startup mindset: Not scared of ambiguity and hungry for rapid growth.
- Intensity & Ownership: This is not a 9-5 — we’re scaling rapidly and have a massive opportunity ahead of us.
- Customer Obsession: You deeply care about the user experience and solving their problems.
Bonus Points
- Familiarity with SQL, advanced Excel/Sheets, or data migration workflows.
- Experience in Fintech, SaaS, or E-commerce ecosystems.
- Experience using AI tools (LLMs/Prompts) to automate manual parts of your workflow.
- You’ve been an early employee at a fast-growing company and know how to thrive in "organized chaos."
Compensation & Benefits
- Competitive salary and equity
- Full medical, dental, and vision coverage
- Wellness perks like Headspace and the Peloton One App
- 401(k)
- Lunch and snacks when you’re in the office
- Regular team offsites and company events
Skills
SQL, Excel, Google Sheets, Data Migration, Project Management, API Integrations, Tax Compliance, Customer Success, Implementation, Onboarding
Similar jobs
Customer Success jobs
Phonely
San Francisco, CA
Own complex customer deployments from onboarding through expansion, coordinating customers with engineering and product teams. The role requires project or implementation experience, strong communication, and technical fluency with APIs, webhooks, and cloud tools.
Sigma
San Francisco, CAManages corporate customer renewals, retention, and expansion opportunities while partnering with Customer Success and internal teams. The role requires at least two years of renewals or customer success experience, strong negotiation skills, and excellent customer-management abilities.
Ramp
New York, NYLeads a senior Premier Support team serving complex enterprise accounts, owning people development, performance, escalations, SLAs, and operational scale. Requires 2+ years of people management and 4+ years in enterprise support, technical account management, or customer success.
Justworks
New York, NY
Manage a book of business as a Customer Success Manager, driving retention and growth through stakeholder relationships, strategic reviews, and proactive support for SaaS/HR Tech clients.
OneSignal
United States
Manages and grows a strategic portfolio of 20–40 customers, leading onboarding, business reviews, and cross-functional success initiatives. Requires at least two years of account management or customer success experience, ideally in B2B SaaS, plus experience with Salesforce, Gong, and Vitally.