What You9re Applying for

At Triple Whale, we9re passionate about helping our customers realize value from our platform as quickly as possible, and we9re looking for a leader who shares that same passion.

We9re hiring a Senior Manager of Implementation to lead the team that takes customers from signed contract to a confident, adopting user who understands what Triple Whale does and why it matters to their business.

This is a process-and program-oriented role. The team you run is responsible for the onboarding motion: kicking customers off against the goals they actually bought us for, driving adoption of the platform and the features that correlate with retention, and ensuring every customer leaves onboarding knowing how to operate Triple Whale on their own. You9ll improve pilot conversion, lift early adoption, and build a self-serve onboarding experience in partnership with Support, Product, and Customer Success.
What You9ll Do

• Lead the team and set the culture. Hire, coach, and develop a high-performing Implementation team and build the customer-first, outcome-obsessed, process-rigorous bar the function operates against.
• Set and execute the strategy. Define the implementation motion across segments and own the playbooks, staffing model, capacity planning, and global coverage (US, EMEA, APAC) that scale it without linear headcount growth.
• Run goal-based onboarding that drives retention-grade adoption. Tie every customer9s onboarding to the goals they bought us for - attribution clarity, ad efficiency, retention lift, AI-driven workflow - and use data to ensure they leave onboarding using the features that correlate with retention and expansion. Adoption is the default outcome of being implemented, not a nice-to-have.
• Build the AI-first, self-serve onboarding experience. Partner with Support, Product, and Customer Success on a Moby-led onboarding layer - guided setup, in-product education, personalized walkthroughs, on-demand answers, and the documentation behind them - so every customer gets a senior implementation partner regardless of plan tier, and the team is freed to focus where humans matter.
• Run operations against real metrics. Pilot conversions, time-to-first-value, goal-attainment rate, feature-adoption rate, onboarding CSAT, and post-onboarding health-score trajectory - instrument them, publish them, move them.
• Own the handoff to CS. Define what "implementation complete" means, what the CSM inherits, and the criteria a customer has to hit before they leave your team. No more handoffs where the customer doesn9t know what they bought.
• Run the cross-functional partnerships. Route non-standard technical work to Solutions Architecture cleanly and be the voice of the new customer to Product and Engineering, surfacing onboarding friction and feeding implementation signal into the roadmap.
• Act as the senior escalation point for high-risk or stalled implementations, and the person Sales, CS, and execs trust to get customers to live and adopting.

What You9ll Bring

• 5+ years of experience in SaaS implementations, onboarding, professional services, customer success, or a related customer-facing function.
• 2+ years of experience leading, coaching, and developing high-performing teams.
• Experience leading Implementation, Professional Services, Onboarding, or Customer Success teams in a high-growth SaaS environment.
• Strong project management skills with experience overseeing multiple complex customer implementations simultaneously.
• Proven ability to build relationships and influence stakeholders internally and externally.
• Excellent written and verbal communication skills, with the ability to simplify complex concepts for diverse audiences.
• Strong understanding of digital marketing, analytics platforms, data integrations, and customer onboarding best practices.
• Experience supporting eCommerce, MarTech, analytics, or other data-driven technology platforms.
• Strong understanding of customer onboarding methodologies, change management, and value realization strategies.
• Highly organized and detail-oriented, with the ability to prioritize effectively in a fast-paced environment.
• Analytical mindset with the ability to leverage data to drive decisions and improve team performance.
• A proactive, solution-oriented approach with the ability to balance strategic thinking and hands-on execution.

Base Compensation Range: $130,000-$150,000

Our compensation ranges are set using benchmarks from growth-stage companies and factor in function, level, and location-so everything stays balanced and competitive. The range listed on each job posting reflects the minimum and maximum target salary across all U.S. locations.

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