Implementation Manager

About the role

You will own the end to end implementation and enablement journey for Scaled and Mid Market customers joining Profound, ensuring they are fully set up and realizing value from day one. You will run recurring, high volume onboarding sessions that cover platform configuration, prompt creation, and report interpretation while answering stakeholder questions in real time. You will strengthen the systems and curriculum that make the onboarding motion repeatable, turning early learnings into durable playbooks and content. This is a build role where you define how onboarding works at scale rather than executing a finished system. You will partner closely with Customer Success, Sales, Product, Engineering, and Data to create a best in class onboarding experience for every account. You will independently manage a high volume of implementations, adapting your approach when customer circumstances demand a different path. You will use your power user mastery of AI tools to transform your own workflows and increase leverage across the implementation lifecycle. You will surface product gaps, onboarding friction, and recurring issues to internal teams and evolve playbooks based on repeated experience.

Key facts

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 and A with stakeholders at multiple levels.
• 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 such as time to value, configuration completion rate, and operational efficiency, recognizing patterns to continuously improve quality and efficiency.
• Evolve the implementation motion as the customer base grows, building a process that scales without proportional headcount over time.
• 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, acting as a dependable subject matter resource for teammates.
• Translate customer behavior and implementation insights into stronger programs, content, and strategy that improve outcomes for future engagements.
• Balance short term customer needs against longer term program objectives while maintaining trust through ambiguity and organizational change.
• Leverage AI tools to transform workflows, increase personal leverage, and drive meaningful efficiency gains across the implementation lifecycle.

Requirements

• 4 or more years of experience in customer success, onboarding, implementation, or customer education in demanding, high volume environments.
• You understand the gap between sold and successful and have owned the motion that closes it, consistently producing strong outcomes across multiple engagements.
• You know how to tie implementation to product value and communicate that narrative to keep customers motivated through the entire onboarding process.
• You are a strong facilitator, comfortable leading group sessions, webinars, and office hours with stakeholders at varying levels of sophistication and expertise.
• You are an organized program owner who can build a repeatable system from scratch, keep it running smoothly, and demonstrate reliable performance across a broad portfolio of accounts.
• You are skilled at handling difficult conversations, balancing short term customer needs against longer term program objectives, and maintaining trust in moments of ambiguity or change.
• You are process oriented and data aware, tracking what works, documenting insights, and improving what does not over time through measured adjustments.
• You are comfortable operating independently in ambiguity and building systems rather than inheriting fully formed processes from other teams.
• You are a power user of AI tools who uses them to transform workflows, increase leverage, and drive meaningful efficiency gains in your day to day work.
• Prior AI search experience is a plus that supports your ability to understand and explain the Profound platform to customers.

Nice to have

None specified beyond the preferred items included in the requirements.

Practical notes

This is an on site role based in the Union Square, New York City office, designed for builders who thrive on speed, iteration, and meaningful impact. The expected base salary range is $115,000 to $140,000 before variable compensation, with total compensation that includes base salary, variable compensation, equity, and a full range of benefits and perks. Final compensation will depend on skills, experience, qualifications, and location, and will be determined during the interview process. The recruiting team will share more details about the full compensation package and benefits during later stages of hiring. There are no specified hours, travel requirements, visa conditions, or deadlines published in this source material.