Implementations Lead

Description

The role

We are looking for an Implementations Lead to help creators seamlessly migrate from their current email service provider (ESP) to Kit. Creators rely on Kit for their financial livelihood, so providing a personable, accurate, and fast migration experience that minimizes impact on their deliverability and open rates is critical.

This is an individual contributor role with leadership responsibilities, including managing and coordinating work with contractors, reporting to the Director of Sales. It is ideal for someone who thrives at the intersection of customer experience, technical project management, and strategic consulting.

Responsibilities

• Own the implementation strategy for new Kit customers in a client-facing capacity (~65% of time), while ensuring seamless technical migrations that drive retention and revenue (~35% of time).
• Act as a solutions consultant for large, complex migrations, advising customers on the best approach to transition their business to Kit.
• Conduct technical audits of leads and incoming creators, scoping migration complexity and requirements.
• Develop migration project plans, setting clear milestones, expectations, and completion timelines for each implementation.
• Manage a team of migrations contractors, providing leadership, guidance, and performance oversight.
• Align with Sales, Creator Growth, and Customer Success to ensure a smooth handoff between teams during the customer journey.
• Drive operational excellence by optimizing existing migration processes, identifying efficiencies, and implementing automation strategies to streamline the migration process, with the ultimate goal of driving more deal volume, reducing migration time, and ensuring that each creator is provided a concierge-level service
• Enhance Kit’s implementation framework by developing SOPs, playbooks, and standardized migration templates.
• Document complex workflows and create educational resources to support the migration process.
• Lead reporting efforts on migration performance, key KPIs, and project timelines to inform strategic decision-making.
• Create high-quality email templates and landing pages within Kit using Figma designs.
• Continuously refine the migration experience based on creator feedback to improve satisfaction and streamline the overall process.

Requirements

• 4+ years of experience in customer implementations, technical onboarding, or professional services (preferably in SaaS, marketing tech, or email platforms)
• Specific experience working with Email Service Providers (ESPs) such as ActiveCampaign, Mailchimp, Klaviyo, or similar platforms is required
• Experience optimizing migration processes, implementing automation, driving deal volume, reducing migration time, and providing a concierge-level service for creators.
• Excellent problem-solving and consultative selling skills, especially when working with high-profile creators
• Excellent communication and collaboration skills
• Curiosity and growth mindset to continuously improve our processes
• 2+ years of team management or contractor oversight experience
• Experience leading large-scale migrations for enterprise or high-profile customers
• Strong project management skills, with the ability to scope, execute, and deliver complex projects on time
• Ability to create or use designs from Figma to create email templates, landing pages, and other deliverables within Kit
• Understanding of technical integrations, APIs, and ESP-related configurations to provide high-level strategic recommendations
• Strong ability to balance customer needs with Kit’s business objectives to drive adoption and retention
• Experience using CRM and project management tools (Hubspot, Notion, Arrows, etc.) to track implementations and optimize workflows
• Passion for the creator economy and a customer-first mindset
• Be autonomous and self-motivated to work effectively in a 100% remote company.
• Have enthusiasm for and belief in our mission, vision, and values.
• Attend our bi-annual company retreats

Compensation + benefits

Kit has standardized salaries based on position, no matter where you live. For this role, we’re hiring at our level 4 level ($145,000). Level is determined based on experience and our interview process. 

Perks + benefits include:

• Profit Sharing
• Kit equity
• 401k with a 5% match
• We cover up to $1,950 per month toward medical premiums, with dental and vision premiums fully covered. We offer Health Insurance plans through Aetna.
• $4,000 equipment allowance for your first two years, $3,000 budget every following two years
• Individual learning + development budget ($3,500/year)
• Gender affirming benefits
• Childcare benefit up to $3,000 annually
• Twenty (20) days of paid time off during each year of employment
• Paid paid vacation: An after-tax bonus of $1,000 for taking five consecutive days of vacation where you’re fully unplugged from work
• Ten (10) paid holidays a year
• Two weeks of paid sick time each year, including mental health + well being days
• Twelve (12) weeks paid parental leave and flexible scheduling in your child’s first year
• Up to six weeks of paid bereavement leave, medical leave, and disaster after six months of employment, two weeks of each paid leave in your first six months
• Winter Break Closure: Kit closes for a week at the end of December, giving everyone a collective break to enjoy the holiday season. Essential support services remain available, with teams coordinating to ensure coverage during this period
• Four-week, paid sabbatical after five years with the team
• Fantastic in-person or virtual retreats with the team twice a year

How to apply

We usually receive a large number of applications, and our goal is to follow up with you within two weeks. You’ll hear from us either way. Here’s what you can expect from the rest of our hiring process:

1. A phone screen with our recruiter
2. Hiring manager interview
3. Work sample
4. A technical interview to discuss your work sample and your technical knowledge

We’ll keep you informed through every step. To get started, complete this application, including a cover letter and answers to the questions on the next page. We read every single application, and your cover letter and responses help put your experience into context.

Kit is an equal opportunity employer. We value diversity in all of its forms, and we hire the best person we can for each role, no matter your personal background. Research tells us that applicants who are female or non-binary, as well as applicants who are people of color, are less likely to apply for roles they do not feel 100% qualified for. If you think you meet more than 50% of our requirements but fewer than 100% of them, please apply. We’re imperfect communicators, so think of our job postings as the starting point for discussion rather than proof that you shouldn’t apply.

Kit does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.