Onboarding & Implementation Manager

<h1>Onboarding &amp; Implementation Manager</h1> <p><strong>Location:</strong> NYC<br><strong>Type:</strong> Full-Time</p> <h2><strong>About the Role</strong></h2> <div> <div class="standard-markdown grid-cols-1 grid [&amp;_>_*]:min-w-0 gap-3"> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">Most onboarding roles are about process. This one is about obsession.</p> </div> </div> <div> <div class="standard-markdown grid-cols-1 grid [&amp;_>_*]:min-w-0 gap-3"> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">The Onboarding &amp; Implementation Manager sits on our Advanced Builder Team (ABT) and exists for one reason: customers go live fast, adopt deeply, and never look back. You are personally offended when a customer is slow to activate. You lose sleep over accounts that aren't using the product to its full potential. You don't wait to be asked - you see the gap and close it.</p> </div> </div> <div> <div class="standard-markdown grid-cols-1 grid [&amp;_>_*]:min-w-0 gap-3"> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">This is not a hand-holding role. You will work with brands like the NBA, NFL, NHL, AB InBev, Kraft Heinz, Delta, and more to build real-world consumer experiences on Flowcode 2. Your fingerprints will be on every launch and you'll see it come to life. Your standard is: if a customer isn't live, activated, and expanding - something went wrong, and you're going to fix it.</p> </div> </div> <h2><strong>What You’ll Own</strong></h2> <h3><strong> Hub Adoption</strong></h3> <ul> <li>Drive 100% Hub adoption across all of our top customers</li> <li>Hunt down every account not using Hubs and build activation plans to migrate them</li> <li>Partner with CS and Sales to position Hubs as the default operating model</li> <li>Build and Design Hubs from end-to-end, or leverage design team if more efficient</li> <li>Cut time-to-live in half, then cut it again</li> </ul> <h3><strong>Flowcode 2 Onboarding &amp; Demo Excellence</strong></h3> <ul> <li>Lead onboarding and training for new teams onto Flowcode 2</li> <li>Build a demo that makes the step-change improvement undeniable</li> <li>Ensure customers understand not just how to use the platform, but why it’s materially better</li> <li class="whitespace-normal break-words pl-2">Push customers past surface usage into the features that actually move their metrics</li> </ul> <h3><strong> Engagement &amp; Health Monitoring</strong></h3> <ul> <li>Maintain visibility into customer engagement metrics</li> <li>Identify under-adoption early and intervene quickly</li> <li>Drive adoption of key features tied to performance (analytics, integrations, automation)</li> <li>Work with CS to turn low-engagement accounts into expansion-ready accounts</li> </ul> <h3><strong> Product Marketing &amp; Scale Enablement</strong></h3> <ul> <li>Partner with Product Marketing to build scalable onboarding and adoption assets</li> <li>Codify best practices into templates, guides, and repeatable workflows</li> <li>Identify patterns in friction and feed them back into Product</li> <li>Help move onboarding from manual → automated wherever possible</li> </ul> <h2><strong>How You’ll Operate</strong></h2> <ul> <li>You believe onboarding should feel instant</li> <li>You reduce complexity, not add to it</li> <li>You escalate when something that should “just work” doesn’t</li> <li>You’re comfortable pushing customers (and internal teams) toward better standards</li> <li>You think in terms of speed, leverage, and systems - not just task completion</li> </ul> <h2><strong>Requirements</strong></h2> <ul> <li>1-2+ years in implementation, onboarding, or customer activation in a high-growth SaaS environment</li> <li>Experience working with enterprise, marketing, or sports/entertainment clients preferred</li> <li>Strong operational rigor - you know how to move multiple accounts forward simultaneously</li> <li>Data-oriented mindset; comfortable tracking usage, engagement, and activation metrics</li> <li>Excellent communicator with the ability to lead training sessions and executive-facing walkthroughs</li> <li>Proven ability to work cross-functionally with Product, CS, Sales, and Marketing</li> <li>Bias toward action, clarity, and raising the bar</li> </ul> <h2><strong>Compensation</strong></h2> <p>Base: $65k</p>