Implementation Manager

What you’ll do
Own the implementation journey for a high-volume portfolio of Scaled and Mid-Market customers, from platform configuration and setup through early value realization

Run weekly onboarding sessions covering platform setup, prompt creation, report interpretation, and Q&A

Design and continuously improve the scaled onboarding curriculum that serves as the primary implementation motion for Scaled and Mid-Market customers

Build the enablement infrastructure including session templates, help content, and follow-up sequences to make onboarding scalable without sacrificing quality

Independently handle escalations and implementation blockers, adapting established playbooks when customer circumstances require a different approach

Define and track implementation performance metrics, like time to value, configuration completion rate, and operational efficiency, recognizing patterns to continuously improve the quality and efficiency of the implementation motion

Evolve the implementation motion as our customer base grows, building a process that scales without proportional headcount

Surface product gaps, onboarding friction, and recurring issues to Customer Success and Product teams, and create or improve playbooks based on repeated experience

Serve as the internal expert on how customers actually use Profound — a dependable subject-matter resource for teammates — and translate that insight into stronger programs, content, and strategy

Who you are
4 or more years of experience in customer success, onboarding, implementation, or customer education

You understand the gap between “sold” and “successful,” and have owned the motion that closes it — consistently producing strong outcomes across demanding, high-volume engagements

You know how to tie implementation to the product value and communicate that to keep customers motivated through the process

Strong facilitator, comfortable leading group sessions, webinars, and office hours with stakeholders at varying levels of sophistication

Organized program owner who can build a repeatable system from scratch, keep it running, and demonstrate reliable performance across a broad portfolio

Skilled at handling difficult conversations, balancing short-term customer needs against longer-term program objectives, and maintaining customer trust in moments of ambiguity or change

Process-oriented and data-aware, tracking what works and improving what does not

Comfortable operating independently in ambiguity and building systems rather than inheriting them

Power user of AI tools who uses them to transform workflows, increase leverage, and drive meaningful efficiency gains

AI search experience is a plus