5+ years in implementation, onboarding, or delivery at a SaaS, data, or adtech/martech company managing multiple enterprise projects.
Highly organized with exceptional attention to detail; proficient in Jira or similar project management tools.
Experience leading meetings with customer Directors/VPs, demonstrating strong customer presence.
Ability to write clear, concise, and polished customer communications, including emails and status updates.
Comfortable working with data, spreadsheets, and dashboards; capable of QAing deliveries confidently.
Familiarity with AI tools for analysis and drafting, while maintaining critical thinking and ownership.
Responsibilities
Onboard customers from signature to live through account setup, QA, review, and launch.
Develop customer delivery plans that align goals and success criteria with milestones and timelines.
Manage cross-functional workstreams to ensure timely delivery across teams.
Facilitate executive engagement through working sessions and status reviews, keeping all stakeholders aligned.
Own customer requests from intake to resolution, leveraging expertise in AI products as needed.
Create and refine the onboarding playbook and delivery metrics to ensure a consistent customer experience.
Benefits
Free health, vision, and dental insurance.
401k with matching contributions.
Unlimited PTO plus 13 company holidays.
Daily Grubhub lunch stipend.
Pre-tax commuter benefits.
Full Job Description
Role
Covariance is hiring an Implementation Manager to own product delivery for the world's largest brands after they sign. The role starts with customer onboarding and continues after launch: handle customer requests, coordinate deliveries, and prepare periodic releases. You're accountable for how fast each customer goes live and starts getting value. This is a post-sale role, individual contributor to start. You'll run the projects, timelines, and configuration of our tools - coordinating with our product and engineering teams. You'll report directly to the executive team. Responsibilities
Onboarding: take customers from signature to live via account setup, QA, review, and launch.
Customer delivery plans: turn each customer's goals and success criteria into a shared plan with milestones, dependencies, owners, and dates.
Manage cross-team delivery: run cross-functional workstreams.
Executive engagement: run working sessions and status reviews - keep everyone aligned on goals, scope, and timelines, and stay ahead of risks.
Requests and issues: own each customer request from intake to resolution. You'll gain expertise with our AI products to help clients, and bring in Engineering only when needed.
Playbook and delivery metrics: build the onboarding playbook, request intake, and release process so every customer gets a consistent experience as we scale - improving time to live on each iteration.
Qualifications
Experience: 5+ years in implementation, onboarding, or delivery at a SaaS, data, or adtech/martech company, running several enterprise customer projects at once.
Project management: you're highly organized, with exceptional attention to detail. You're strong in Jira or similar tools. PMP or a similar certification is a plus.
Customer presence: you lead meetings with customer Directors/VPs.
Writing: your customer emails, status updates, and recaps are clear, concise, and polished.
Data comfort: you're at home in spreadsheets and dashboards and can QA a delivery with confidence.
AI tools: you're comfortable using AI every day to analyze, draft, and prepare, so you can do more for every customer. Importantly, AI is not a replacement for critical thinking or delegating ownership.
Location
Hybrid in-office/remote role. Employees can work remotely or in the Manhattan office at their discretion. Compensation & Benefits
The salary range for this position is $140,000 - $190,000 + equity compensation (options)
