Customer Implementation Manager

Zappi•Boston, MA

14h•Hybrid

About The Position

How we onboard our new customers is a fundamental pillar of future success and sets the tone for our ongoing relationship with them. As a core member of our Professional Services (PS) and Implementation function, the Customer Onboarding Manager will set the groundwork for successful platform adoption by deeply understanding customer requirements and guiding them through implementation and platform setup. This role sits at the intersection of Sales, Professional Services, Customer Success, and Operations, owning the customer journey from signed deal through to successful handover to Customer Success. You will project manage the onboarding and implementation process across a typical 40–60 day onboarding window, coordinating cross-functional teams and ensuring customers are set up for long-term success. The value customers get from Zappi is only maximized if there is a strong foundational system put in place — having the detail, rigor, strategic thinking, and relationship management skills to get this right is key to the role. You are right for the job if you are comfortable and excited about guiding, supporting, and assisting customers throughout their adoption journey, from first interaction on the platform through to onboarding completion and beyond. As this is an evolving function within the business, you will also need to be comfortable experimenting, building new processes, identifying operational improvement opportunities, and helping optimize the onboarding experience. Curiosity around AI, automation, and scalable workflow improvements is highly valued as the team continues to evolve its implementation practices.

Requirements

Proven experience in SaaS customer onboarding, implementation, or customer success roles, preferably with enterprise customers
Experience within market research, consumer insights, or research operations, with a strong understanding of research fundamentals and methodologies
Strong project management skills with the ability to manage multiple onboarding workflows simultaneously
Experience owning end-to-end implementation projects and customer onboarding timelines
Excellent communication and presentation skills, including leading customer trainings and live demos
Ability to conduct structured discovery conversations and translate customer goals into onboarding strategies
Strong stakeholder management skills, including working with senior enterprise clients and cross-functional internal teams
Experience collaborating across Sales, Customer Success, Product, Support, and Operations teams
High level of organization, attention to detail, and ability to manage competing priorities effectively
Self-starter mentality with a proactive, independent approach to problem-solving, while also thriving in a highly collaborative team environment with strong support structures
Customer-first mindset with a focus on driving adoption, engagement, and long-term value realization
Comfortable working in fast-paced, evolving environments with changing priorities and evolving processes
Curiosity around AI, automation, and operational efficiency improvements
Ability to learn and explain new software platforms and technical concepts clearly and confidently

Responsibilities

Manage customers from point of sale through onboarding and implementation to Customer Success handover
Own onboarding and implementation timelines across a typical 40–60 day customer journey
Create and implement tailored onboarding plans for new enterprise customers
Configure customer platform setup, including domains, user access, workflows, and onboarding requirements
Conduct deep discovery sessions to understand customer goals, business challenges, and implementation needs
Guide customers through strategic onboarding and platform adoption decisions
Deliver tailored live platform demos and customer training sessions to support self-serve adoption
Conduct regular customer check-ins on a daily, weekly, or biweekly cadence to drive implementation progress
Coordinate closely with cross-functional teams, including Sales, Customer Success, Product, Support, and Operations
Partner with internal teams to identify opportunities for process optimization and customer growth
Support customers in achieving fast time-to-live and rapid time-to-first-value
Reduce customer effort by proactively recommending expertise, resources, and best practices
Manage multiple onboarding workflows simultaneously while maintaining a high-quality customer experience
Review and improve onboarding processes, implementation workflows, and customer enablement strategies
Explore opportunities for automation, AI enablement, and scalable onboarding improvement

Benefits

Salary range $74,000 - $84,000 per annum + 20% bonus tied to our company bonus plan.
Three paid company mental health days (these are pre-scheduled, so the entire company can take the same days off regularly to reset)
Generous PTO - Minimum of 20 days of paid time off per year, plus national holidays. Leave over 30 days requires manager and People team approval.
Flexible working arrangements, including remote (unless otherwise specified)
Thoughtfully designed offices to support both individual work and collaboration without interrupting others
Support setting up your home office, if appropriate
Wellbeing benefits and access to trained therapists / counsellors
Company paid Life, AD&D, Short term & Long term disability
Immediate access to Zappi's Health, Dental and Vision Insurance Plan
Option to enter Zappi's 401k program after 90 days of employment, matched up to 4%
Tailored personal development through training allowances, coaching, mentorship and career frameworks