Implementation Manager, Mid-Market

Triple Whale

5d•Remote

About The Position

Triple Whale is seeking an Implementation Manager, Mid-Market to lead the onboarding journey for new Triple Whale customers. This role requires a blend of consultative and coordinative skills, where you will understand customer objectives and drive the process from contract signature to full go-live. The position is hands-on and technical, involving managing a high volume of implementations simultaneously. You will configure and validate the measurement foundation, ensure data accuracy from day one, and onboard customers onto Moby, Triple Whale's AI agent, teaching them AI-led workflows and automations. You will also play a key role in setting the standard for Mid-market onboarding.

Requirements

2–4+ years in implementation, onboarding, technical account management, or customer success at a SaaS company.
Consultative instinct: ability to understand the business problem before focusing on configuration.
Strong project management skills: ability to plan work, sequence dependencies, and deliver a high volume of concurrent 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 how attribution behaves across them.
Ability to balance technical depth with clarity for different audiences.
Proven ability to influence stakeholders without authority.
Comfort working from a repeatable playbook and the judgment to deviate when necessary.
Disciplined risk management: ability to spot and act 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 improving team processes.

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 customers to clarify business objectives, surface constraints, and translate desired outcomes into success criteria.
Own end-to-end delivery for a high-volume book of Mid-Market implementations, from kickoff through go-live and handoff to Customer Success, adapting to customer goals and setup while ensuring speed to value.
Configure 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, and involving Solutions Architecture when custom work is needed.
Validate attribution and data accuracy before go-live, precisely describing any issues for Support and Product teams and clearly communicating implications to the customer.
Onboard customers onto Moby, Triple Whale’s AI agent, enabling teams to run AI-led workflows and automations.
Conduct training and enablement sessions (one-to-one and one-to-many) to drive platform adoption and confidence.
Own the handoff to Customer Success by documenting configurations, customer measurements, go-live adoption status, and outstanding items.
Influence stakeholders without direct authority to build internal champions, engage the right people, and move stalled customer teams forward.
Apply structured risk management across a large portfolio, identifying and mitigating exposure early, and escalating with recommendations.
Monitor implementation health across the portfolio, balancing speed to value with quality.
Maintain project tooling, documentation, and account records.
Partner proactively with Customer Success, Product, Support, and Marketing to resolve issues and streamline the launch process.
Identify patterns across the implementation book to improve onboarding standards, including kickoff structure, handoff criteria, templates, and defining "done."