About the position
We're looking for a proactive Implementation & Enablement Lead to help new customers get set up and fully operational with Mutiny-while also creating resources that make onboarding and ongoing success more scalable. In this role, you'll guide customers through their critical onboarding journey, ensuring they successfully implement Mutiny's technology while also learning how to use it effectively. Beyond implementation, you'll play a key role in building educational content-helping customers self-serve through documentation, training materials, and enablement resources that accelerate their path to value. The ideal candidate has both strong technical acumen and a customer enablement mindset-someone who enjoys solving implementation challenges while also proactively improving processes, creating content, and making it easier for future customers to succeed.
Responsibilities
- Lead customers through the full technical implementation of Mutiny, including script installation, custom domain setup, integrations, and data configuration.
- Troubleshoot technical challenges related to the onboarding and implementation of Mutiny.
- Guide the configuration of native integrations with key platforms like Salesforce, Marketo, HubSpot, Google Tag Manager, Google Analytics.
- Manage multiple concurrent implementations while keeping customers engaged and on track.
- Develop educational content to help customers onboard faster-such as how-to videos, help center articles, and troubleshooting guides.
- Identify common customer challenges and create scalable solutions, reducing dependency on live support.
- Own and evolve the onboarding knowledge base, ensuring content is clear, accurate, and accessible.
- Partner with CX, Product, and Engineering teams to surface customer feedback and improve both the product and onboarding experience.
Requirements
- 3-5 years of experience in technical customer-facing roles, preferably in B2B SaaS
- Outstanding written and verbal communication skills, including the ability to explain technical concepts to non-technical stakeholders
- Experience creating assets that help address technical challenges (help center articles, how-to videos, etc.)
- Knowledge of front-end web technologies including HTML, CSS, and JavaScript
- Experience with marketing technology platforms and integrations
- Excellent problem-solving skills with the ability to troubleshoot complex technical issues
- Strong project management abilities and exceptional organizational skills
- Proven track record of managing multiple priorities in a fast-paced environment
- Someone who is energized by ambiguity and can create structure in a dynamic, fast-paced environment.
- Based in, or willing to relocate to New York City.
Benefits
- 3-4x per year offsites in fun cities like Brooklyn, Denver and Miami
- Flexible paid time off and generous parental leave
- 100% medical, dental, and vision coverage
- $1,500 WFH stipend
