Onboarding & Implementation Manager
Onboarding & Implementation Manager
Location: NYC
Type: Full-Time
About the Role
Most onboarding roles are about process. This one is about obsession.
The Onboarding & Implementation Manager sits on our Advanced Builder Team (ABT) and exists for one reason: customers go live fast, adopt deeply, and never look back. You are personally offended when a customer is slow to activate. You lose sleep over accounts that aren't using the product to its full potential. You don't wait to be asked - you see the gap and close it.
This is not a hand-holding role. You will work with brands like the NBA, NFL, NHL, AB InBev, Kraft Heinz, Delta, and more to build real-world consumer experiences on Flowcode 2. Your fingerprints will be on every launch and you'll see it come to life. Your standard is: if a customer isn't live, activated, and expanding - something went wrong, and you're going to fix it.
What You’ll Own
Hub Adoption
- Drive 100% Hub adoption across all of our top customers
- Hunt down every account not using Hubs and build activation plans to migrate them
- Partner with CS and Sales to position Hubs as the default operating model
- Build and Design Hubs from end-to-end, or leverage design team if more efficient
- Cut time-to-live in half, then cut it again
Flowcode 2 Onboarding & Demo Excellence
- Lead onboarding and training for new teams onto Flowcode 2
- Build a demo that makes the step-change improvement undeniable
- Ensure customers understand not just how to use the platform, but why it’s materially better
- Push customers past surface usage into the features that actually move their metrics
Engagement & Health Monitoring
- Maintain visibility into customer engagement metrics
- Identify under-adoption early and intervene quickly
- Drive adoption of key features tied to performance (analytics, integrations, automation)
- Work with CS to turn low-engagement accounts into expansion-ready accounts
Product Marketing & Scale Enablement
- Partner with Product Marketing to build scalable onboarding and adoption assets
- Codify best practices into templates, guides, and repeatable workflows
- Identify patterns in friction and feed them back into Product
- Help move onboarding from manual → automated wherever possible
How You’ll Operate
- You believe onboarding should feel instant
- You reduce complexity, not add to it
- You escalate when something that should “just work” doesn’t
- You’re comfortable pushing customers (and internal teams) toward better standards
- You think in terms of speed, leverage, and systems - not just task completion
Requirements
- 1-2+ years in implementation, onboarding, or customer activation in a high-growth SaaS environment
- Experience working with enterprise, marketing, or sports/entertainment clients preferred
- Strong operational rigor - you know how to move multiple accounts forward simultaneously
- Data-oriented mindset; comfortable tracking usage, engagement, and activation metrics
- Excellent communicator with the ability to lead training sessions and executive-facing walkthroughs
- Proven ability to work cross-functionally with Product, CS, Sales, and Marketing
- Bias toward action, clarity, and raising the bar
Compensation
Base: $65k
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