Customer Success
• New York, New York
• In-office

As an Implementation Manager, you'll own onboarding and enablement execution for our Scaled and Mid-Market customers, ensuring stakeholders are set up for success from day one. You'll run onboarding at scale through recurring sessions, strengthen the systems and curriculum that make the motion repeatable, and ensure customers realize value quickly - independently managing a high volume of implementations and adapting the playbook when customer circumstances require a different approach.

Partnering closely with Customer Success, Sales, Product, Engineering, and Data, you'll create a best-in-class onboarding experience. This is a build role. You are not stepping into a finished system - you are helping define how onboarding works at scale.

What you'll do

• Own the implementation journey for a high-volume portfolio of Scaled and Mid-Market customers, from platform configuration and setup through early value realization
• Run weekly onboarding sessions covering platform setup, prompt creation, report interpretation, and Q&A
• Design and continuously improve the scaled onboarding curriculum that serves as the primary implementation motion for Scaled and Mid-Market customers
• Build the enablement infrastructure including session templates, help content, and follow-up sequences to make onboarding scalable without sacrificing quality
• Independently handle escalations and implementation blockers, adapting established playbooks when customer circumstances require a different approach
• Define and track implementation performance metrics, like time to value, configuration completion rate, and operational efficiency, recognizing patterns to continuously improve the quality and efficiency of the implementation motion
• Evolve the implementation motion as our customer base grows, building a process that scales without proportional headcount
• Surface product gaps, onboarding friction, and recurring issues to Customer Success and Product teams, and create or improve playbooks based on repeated experience
• Serve as the internal expert on how customers actually use Profound - a dependable subject-matter resource for teammates - and translate that insight into stronger programs, content, and strategy

Who you are

• 4 or more years of experience in customer success, onboarding, implementation, or customer education
• You understand the gap between "sold" and "successful," and have owned the motion that closes it - consistently producing strong outcomes across demanding, high-volume engagements
• You know how to tie implementation to the product value and communicate that to keep customers motivated through the process
• Strong facilitator, comfortable leading group sessions, webinars, and office hours with stakeholders at varying levels of sophistication
• Organized program owner who can build a repeatable system from scratch, keep it running, and demonstrate reliable performance across a broad portfolio
• Skilled at handling difficult conversations, balancing short-term customer needs against longer-term program objectives, and maintaining customer trust in moments of ambiguity or change
• Process-oriented and data-aware, tracking what works and improving what does not
• Comfortable operating independently in ambiguity and building systems rather than inheriting them
• Power user of AI tools who uses them to transform workflows, increase leverage, and drive meaningful efficiency gains
• AI search experience is a plus

Location

This is an on-site role based in our Union Square, NYC office, designed for builders who thrive on speed, iteration, and meaningful impact.

For this role, the expected base salary range is $115,000 to $140,000 before variable compensation. Profound's total compensation package is designed to be competitive and includes base salary, variable compensation, equity, and a full range of benefits and perks. Final compensation will depend on factors such as your skills, experience, qualifications, and location, and will be determined during the interview process. Our recruiting team will share more details about the full compensation package and benefits as you move through hiring.

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