Job details
About this role
Role overview
This is an Implementation Manager role focused on mid-market customer onboarding for an AI-powered ecommerce analytics platform. The position blends consultative discovery with hands-on technical configuration, owning the full journey from contract signature through go-live and into the handoff to ongoing customer success. It suits someone who can run a high-volume portfolio of launches while still tailoring each onboarding to the customer's goals and keeping speed to value intact.
Responsibilities
- Lead consultative discovery with new customers, translating desired business outcomes into the success criteria the onboarding is driven toward - Own end-to-end delivery for a large portfolio of mid-market implementations, from kickoff through go-live and into the handoff to customer success - Configure the technical foundation of each launch, including tracking pixels, platform integrations (Shopify, Meta, Google, email/SMS tools, marketplaces), and data source connections - Validate attribution and data accuracy before go-live, describing issues with enough precision that internal teams can act and enough clarity that customers understand the impact - Onboard customers onto an AI agent so teams leave the process running AI-led workflows and automations rather than passive dashboard use - Run one-to-one and one-to-many enablement, apply structured risk management across the portfolio, and maintain current project tooling and account documentation
Requirements
- Hands-on familiarity with ecommerce platforms, ad networks, and email/SMS tools, and a clear understanding of how attribution behaves across them - The ability to balance technical depth with clarity, going deep with an analyst and then explaining the same concept to a founder - Proven ability to influence stakeholders without formal authority, including re-engaging a customer team that has gone quiet - Comfort working from a repeatable playbook combined with the judgment to know when a customer needs something off-script - Disciplined risk management: spotting exposure early and acting on it rather than only reporting it - Knowledge of retail and ecommerce business needs plus curiosity about AI and a willingness to teach customers a new way of working
Nice to have
- Previous experience in SaaS, MarTech, analytics, or ecommerce platforms - Background in customer success, account management, or professional services
Benefits and work setup
- Remote position open across U.S. locations - Compensation benchmarked against growth-stage companies, with ranges reflecting function, level, and location - Equal opportunity employer with an explicit commitment to a diverse and inclusive workplace