Implementation Manager, Enterprise PST

Triple Whale

4d•Remote

About The Position

Triple Whale is seeking an Implementation Manager, Enterprise to lead the onboarding journey for their largest and most complex customers. This role requires a blend of consultative and coordinative skills, working with sophisticated marketing and analytics teams to understand their goals and drive the implementation process from contract signature to full go-live. The position is hands-on and technical, involving configuration and validation of the measurement foundation, integration work, and onboarding customers onto Moby, Triple Whale's AI agent. The role also involves setting onboarding standards and mentoring other team members. This is a fully remote position based in the Pacific Time zone with no travel required.

Requirements

3–5+ years in implementation, onboarding, solutions consulting, or technical account management at a SaaS company, ideally with complex or enterprise customers.
Consultative instinct: ability to ask about the business problem before focusing on configuration.
Strong project management skills: planning, sequencing dependencies, holding others accountable, and delivering projects on time without close supervision.
Technical fluency: understanding of tracking and pixel implementation, integrations, APIs, and webhooks to explain concepts and next steps.
Working knowledge of the martech and ecommerce stack (Shopify, Meta and Google Ads, email and SMS platforms) and attribution behavior.
Ability to balance technical depth with clarity for diverse audiences (engineers to CMOs).
Proven ability to influence stakeholders without authority: running meetings, pushing back on plans, and keeping executive sponsors engaged.
Disciplined risk management: spotting and acting on exposure early.
Curiosity about AI and willingness to teach customers new ways of working.
Knowledge of retail and eCommerce business needs, processes, and best practices.
Interest in mentoring and improving team standards.

Nice To Haves

Previous experience in SaaS, MarTech, analytics, or eCommerce platforms.
Background in customer success, account management, or professional services.

Responsibilities

Lead consultative discovery with new Enterprise customers to clarify business objectives, surface constraints, and translate desired outcomes into success criteria.
Own end-to-end delivery for a portfolio of Enterprise implementations, from kickoff through go-live and handoff to Customer Success.
Configure and validate the technical foundation of each launch, including tracking and pixel implementation, platform integrations (Shopify, Meta, Google, Klaviyo, Amazon, etc.), and data source connections.
Advise on customer tech stacks and recommend integration best practices, utilizing API and webhook knowledge.
Validate attribution and data accuracy before go-live, and precisely describe any issues to Support and Product teams.
Onboard customers onto Moby, Triple Whale’s AI agent, to enable AI-led workflows and automations.
Lead training and enablement sessions for both executive and practitioner audiences to drive adoption.
Own the handoff to Customer Success by documenting configurations, measurements, adoption status, and open items.
Influence stakeholders without direct authority to build internal champions and move customer teams forward.
Apply structured risk management across the portfolio, identifying, mitigating, and escalating issues with recommendations.
Monitor implementation health across the entire portfolio.
Keep project tooling, documentation, and account records current.
Partner proactively with Customer Success, Product, Support, and Solutions to resolve issues and unblock customers.
Mentor newer members of the Implementation team and contribute to team standards, templates, and playbooks.