Implementation Manager

Manifold AI•Cambridge, MA

1d•Hybrid

About The Position

Manifold is seeking an Implementation Manager to join their Professional Services team. This role is customer-obsessed and outcomes-focused, responsible for managing the customer relationship from implementation through long-term value realization. The ideal candidate will build consultative partnerships, design solutions around customer workflows, operate with precision, and thrive in a fast-moving, cross-functional environment. This is a high-agency, high-impact position for someone who moves fast, integrates AI into their work, and is dedicated to achieving positive customer outcomes.

Requirements

4+ years in customer success, implementation, or professional services at a SaaS or AI-native company.
Customer obsession. You love working with customers, understanding what they're trying to accomplish, and taking ownership of their experience from kickoff through long-term value realization.
Strong communicator. You're clear, organized, and credible with customers and internal teams alike. You can translate complex workflows into actionable plans and distill project complexity into crisp stakeholder updates.
Project discipline. You manage multiple implementations simultaneously without dropping the ball by building plans, tracking milestones, and holding yourself and others accountable to timelines.
Collaborative mindset. You work well as part of a team and build trust across functions including sales, engineering, support, and product.
You don't use AI occasionally, you've built it into how you work. You're curious about new tools, resourceful in applying them, and have concrete examples of how AI changed your output.
You're energized by opportunities to operationalize agents in new workflows.
You identify what needs to happen and make it happen. You've fixed broken processes you didn't own, and you measure your work by what changed.
You've done your homework on what it means to accelerate life sciences research and you can articulate why that mission matters to you.
You move fast, make sound calls with the information available, and reset quickly when things don't go as planned.

Nice To Haves

High-growth, early-stage experience is a strong plus.

Responsibilities

Own the customer relationship end-to-end, including aligning on business priorities, outcomes, and execution plans while building trust with key stakeholders.
Lead implementations on Manifold's Agent OS platform: validate use cases, capture technical and workflow requirements, and translate them into actionable project plans, milestones, and timelines.
Partner closely with Forward Deployed Engineers to design bespoke, AI-native solutions that drive measurable customer value.
Own key customer metrics including adoption, satisfaction, and account health; surface risks and mitigation plans to internal and customer stakeholders.
Provide end-user training and ongoing enablement; build scalable onboarding resources that reduce time-to-value across the customer base.
Deliver project status reports and quarterly account reviews focused on implementation progress, adoption metrics, and risks.
Collaborate cross-functionally with sales, pre-sales, support, and engineering to maintain alignment on customer expectations, scope, and timelines.
Act as the customer's voice inside Manifold, routing feedback to product and engineering to inform solutions and roadmap decisions.
Partner with Professional Services leadership to build repeatable playbooks that standardize delivery and improve the customer experience.
Actively leverage AI to enhance your own workflows and bring a continuous improvement mindset to every process.