Implementation Manager

Profound•New York, NY

2d•$115,000 - $140,000•Onsite

About The Position

Profound is the marketing platform for the age of AI search. The way brands reach people is being rewritten — AI models like ChatGPT, Perplexity, and Google AI Mode are now the answer layer between companies and their customers. We built the platform marketers use to understand, measure, and win in that world: the analytics, intelligence, and agent automation that turn AI search from a threat into a competitive advantage. We went from 0 to a $1B valuation in 18 months. Revenue grew 100x last year. Our customers include 15% of the Fortune 500 like Walmart, Wayfair and U.S. Bank, and innovators like Ramp, MongoDB, and Figma. We are backed by Sequoia, Kleiner Perkins, LSVP, and Khosla Ventures — and we are moving fast enough that the people joining now are building the playbook everyone who comes after them will run. As an Implementation Manager, you'll own onboarding and enablement execution for our Scaled and Mid-Market customers, ensuring stakeholders are set up for success from day one. You'll run onboarding at scale through recurring sessions, strengthen the systems and curriculum that make the motion repeatable, and ensure customers realize value quickly — independently managing a high volume of implementations and adapting the playbook when customer circumstances require a different approach. Partnering closely with Customer Success, Sales, Product, Engineering, and Data, you'll create a best-in-class onboarding experience. This is a build role. You are not stepping into a finished system — you are helping define how onboarding works at scale.

Requirements

4 or more years of experience in customer success, onboarding, implementation, or customer education
You understand the gap between “sold” and “successful,” and have owned the motion that closes it — consistently producing strong outcomes across demanding, high-volume engagements
You know how to tie implementation to the product value and communicate that to keep customers motivated through the process
Strong facilitator, comfortable leading group sessions, webinars, and office hours with stakeholders at varying levels of sophistication
Organized program owner who can build a repeatable system from scratch, keep it running, and demonstrate reliable performance across a broad portfolio
Skilled at handling difficult conversations, balancing short-term customer needs against longer-term program objectives, and maintaining customer trust in moments of ambiguity or change
Process-oriented and data-aware, tracking what works and improving what does not
Comfortable operating independently in ambiguity and building systems rather than inheriting them
Power user of AI tools who uses them to transform workflows, increase leverage, and drive meaningful efficiency gains

Nice To Haves

AI search experience is a plus

Responsibilities

Own the implementation journey for a high-volume portfolio of Scaled and Mid-Market customers, from platform configuration and setup through early value realization
Run weekly onboarding sessions covering platform setup, prompt creation, report interpretation, and Q&A
Design and continuously improve the scaled onboarding curriculum that serves as the primary implementation motion for Scaled and Mid-Market customers
Build the enablement infrastructure including session templates, help content, and follow-up sequences to make onboarding scalable without sacrificing quality
Independently handle escalations and implementation blockers, adapting established playbooks when customer circumstances require a different approach
Define and track implementation performance metrics, like time to value, configuration completion rate, and operational efficiency, recognizing patterns to continuously improve the quality and efficiency of the implementation motion
Evolve the implementation motion as our customer base grows, building a process that scales without proportional headcount
Surface product gaps, onboarding friction, and recurring issues to Customer Success and Product teams, and create or improve playbooks based on repeated experience
Serve as the internal expert on how customers actually use Profound — a dependable subject-matter resource for teammates — and translate that insight into stronger programs, content, and strategy