The RoleMultitude Insights is hiring an Implementation Lead to own the onboarding and activation experience for new agency partners. This is not a pure project management role - we're looking for someone who can both coordinate the work and help execute it.
You'll lead agencies from kickoff through go-live, helping configure our platform using tools built by our Engineering team, guiding change management, supporting training, and ensuring customers successfully adopt BLTN as part of their daily workflows.
This is a foundational role on an early team. We're looking for someone with a builder mindset who is excited to create the systems, playbooks, and implementation infrastructure that will scale with the company over time.
Implementation at Multitude is core to customer success. Your job is to ensure agencies get up and running quickly, realize value fast, and become long-term partners.
Responsibilities- Lead End-to-End Implementations
- Own the onboarding and implementation process from kickoff through go-live and stabilization.
- Manage project timelines, milestones, stakeholder communication, and execution across internal and external teams.
- Coordinate and drive implementation workstreams while also handling portions of the work directly.
- Configure customer environments using internal tools and workflows developed by Engineering.
- Ensure implementations stay on track, within scope, and deliver a strong customer experience.
- Drive Customer Adoption & Change Management
- Conduct current state workflow assessments and technical scoping conversations to understand how agencies operate and where BLTN fits.
- Document current state workflows and develop future state workflow maps that define how agencies will use BLTN in practice.
- Guide customers through change management and adoption challenges.
- Collaborate with Customer Success Managers to deliver onboarding sessions, training, and enablement for end users and administrators, with shared accountability for equipping agencies to use BLTN independently
- Act as a trusted partner to agency leadership, operators, and IT stakeholders throughout implementation.
- Build the Implementation Function
- Create scalable implementation playbooks, templates, processes, and best practices.
- Capture lessons learned and continuously improve how Multitude deploys customers.
- Help define the systems and operational infrastructure needed to scale implementations over time.
- Track implementation outcomes and identify ways to improve onboarding speed, adoption, and customer satisfaction.
- Collaborate Cross-Functionally
- Partner closely with Product, Engineering, and Customer Success to ensure successful customer launches.
- Translate customer needs and implementation feedback into actionable internal requests.
- Identify implementation risks early and help drive resolution across teams.
- Provide frontline customer insight that informs product and operational improvements.
Qualifications- 6+ years of experience in implementation, onboarding, customer operations, project management, or customer success within SaaS, gov-tech, or a similar environment.
- Experience managing complex customer implementations with multiple stakeholders.
- Demonstrated ability to manage multiple concurrent implementations or projects simultaneously without sacrificing quality or customer experience
- Strong project management and organizational skills, with the ability to drive execution independently.
- Comfortable being hands-on - not just tracking work, but actively contributing to implementation and configuration tasks.
- Experience leading customer onboarding, training, or change management initiatives.
- Excellent communication skills and ability to build trust with customers.
- Builder mindset with comfort operating in ambiguity and creating structure from scratch.
- Ability to balance speed, organization, and customer experience in a fast-moving environment.
- Experience in gov-tech, public sector technology, or law enforcement-adjacent environments is highly preferred.
- Experience working in startup or early-stage environments is a plus.
- Comfortable working in a fully remote environment.
- What Success Looks Like
- Agencies launch smoothly and quickly.
- Customers adopt BLTN as part of their core workflows.
- Implementation processes become repeatable and scalable.
- Customer trust and retention strengthen over time.
- The implementation function evolves into a strategic advantage for the company.
- Leadership & Competencies
- Builder's mindset-comfortable creating structure from scratch.
- Strategic operator who moves quickly while knowing what scales.
- Proactive, data-driven, and high-ownership.
- Executive presence and ability to serve as a trusted advisor internally and externally.
- Aligned with our core values: Trust, Duty, Urgency.
