Senior Implementation and Support Manager

Audyence•Austin, TX

8d•Onsite

About The Position

This is the senior seat in Audyence's implementation and support function, and you are here to modernize it. The work happens every day and it happens well. What it does not have underneath it yet is much of a system, and building that is the half of the job that makes this role a senior one. We are growing quickly, and this function has to grow with it by getting sharper rather than simply larger. So you rebuild the processes so they scale, you hold the quality bar while they do, and you put AI and automation wherever they genuinely make the work better instead of only faster. You will not be handed a playbook. You will write the one that outlasts you. That means two jobs at once, and both are yours. You get customers live on the platform and you keep them unblocked, hands on, in the product, every day. And you, with the VP of CX, decide how that work gets done: what onboarding looks like for a large account against a small one, what the support queue runs on and what it promises, what gets recorded once so it never has to be answered again, and which recurring problems are training gaps rather than product gaps. You work alongside an Enterprise Customer Success Manager (CSM) who owns the relationship, the strategy and the account's commercial forecast. You own whether the platform works. The boundary between the two is written down rather than negotiated case by case, and holding it is part of the job. You report to the VP of Customer Experience (CX). Audyence is embedding AI at the core of how we build our teams, with an agentic layer designed to maximize what every person here can do, so this role is built for someone who already works that way and wants to go further.

Requirements

5+ years in customer-facing technical support, implementation, or solutions engineering at a B2B software company, including experience shaping processes.
Hands-on experience integrating external systems to the platform and teaching customers how to do it and test it themselves.
Demonstrated AI fluency, with experience redesigning real work around AI tools and a willingness to adapt to changes.
Experience in B2B, preferably SaaS, in implementation or support roles, owning onboarding, customer training, and change management.
Genuine ability to teach and transfer capability to customers.
Experience building self-service content (help centers, knowledge bases, recorded walkthroughs, SOPs) that is used by customers.
Comfort working from a queue against stated response times and the judgment to decide on escalations.
AI fluency in day-to-day work, with a focus on redesigning work around AI tools and adapting to landscape changes.

Nice To Haves

Working fluency in B2B demand generation (lead generation programs, target account lists, audience and persona targeting, lead delivery and pacing).
Experience in Ad tech, martech, a demand generation marketplace, or another two-sided marketplace business.
Hands-on experience integrating marketing automation platforms (Marketo, Eloqua, Pardot, or equivalent) as an implementer.
Experience selecting or setting up a support ticketing system, defining categories, response targets, and escalation paths.
Experience designing onboarding that scales by account size.
Experience as an early or founding support or implementation hire, or building a function from scratch.

Responsibilities

Build the system rather than be the system. Rebuild processes to scale, hold the quality bar, and implement AI and automation.
Get customers live on the platform and keep them unblocked, hands-on, in the product, every day.
Define onboarding processes for different account sizes.
Determine what the support queue runs on and what it promises.
Record information once to avoid repeated answers.
Identify recurring problems as training gaps or product gaps.
Work alongside an Enterprise Customer Success Manager (CSM) who owns the relationship, strategy, and commercial forecast, while you own platform functionality.
Teach customers how to use the platform rather than performing tasks for them.
Work from a queue and resolve issues within an hour, even if the initial response is to confirm investigation.
Turn recurring problems into permanent solutions by creating self-service content like documentation, recorded walkthroughs, and help-center content.
Improve the product by filing clear, specific tickets with customer impact, consolidating existing cases, and distinguishing product gaps from training gaps.
Raise issues when shipped features do not perform as advertised.
Hold boundaries with customers regarding requests, explaining the rationale for training sessions over performing work directly.