Implementation Manager, Mid-Market
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Job Description
Implementation Manager onboarding U.S. ecommerce brands onto Triple Whaleās AI operating system. Configuring integrations, validating attribution, and launching AI-led workflows for mid-market customers.
Responsibilities:
- Lead consultative discovery with new customers and translate business objectives into onboarding success criteria
- Own end-to-end delivery of high-volume Mid-Market implementations from kickoff through go-live and handoff to Customer Success
- Configure tracking, pixels, platform integrations, and data source connections
- Advise on customer technology stacks and integration best practices
- Validate attribution and data accuracy before go-live
- Onboard customers onto Moby, Triple Whaleās AI agent, including AI-led workflows and automations
- Run one-to-one and one-to-many training and enablement
- Document configurations, measurement goals, adoption, and open items for Customer Success handoff
- Influence customer stakeholders and manage project commitments
- Apply risk management, monitor portfolio health, and balance speed with quality
- Maintain project tooling, documentation, and account records
- Partner with Customer Success, Product, Support, and Marketing to resolve issues and streamline launches
- Identify implementation patterns and improve onboarding standards, templates, handoff criteria, and completion definitions
Requirements:
- 2ā4+ years in implementation, onboarding, technical account management, or customer success at a SaaS company
- Consultative approach focused on business problems before configuration
- Strong project management skills, including sequencing dependencies and managing high-volume concurrent projects independently
- Technical fluency with tracking and pixel implementation, integrations, APIs, and webhooks
- Working knowledge of the martech and ecommerce stack, including Shopify, Meta, Google Ads, and email and SMS platforms
- Ability to explain technical concepts clearly to analysts and founders
- Proven ability to influence stakeholders without formal authority
- Comfort using repeatable playbooks while exercising judgment for off-script customer needs
- Disciplined risk management
- Curiosity about AI and willingness to teach customers new workflows
- Knowledge of retail and eCommerce business needs, processes, and best practices
- Interest in improving team processes
- Must be based in the United States
Benefits:
- Compensation benchmarked against growth-stage companies and adjusted by function, level, and location
- Equal opportunity employer committed to diversity and an inclusive environment
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