Implementation Manager New

Podium; City of Melbourne; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Lifestyle & Wellbeing Allowance

CBD office with end-of-trip facilities

Fully stocked kitchen

Job summary

Podium is seeking an Implementation Manager to own the initial 90 days of the customer journey within our Home Services/HVAC team, configuring technology, training users, and validating value to enable fast adoption.

You will manage data migration from legacy systems, coordinate across Sales, Product, Support and Customer Success, and drive activation with measurable milestones.

Qualifications

• 2+ years in onboarding, implementation, customer success, or account management at a SaaS company.
• Experience in home services or HVAC is highly desirable but not required.
• Strong project-management instincts with multitasking ability.

Responsibilities

• Own end-to-end onboarding from post-sale handoff to full activation.
• Manage data migration: extract, clean, and load legacy data into Podium platform.
• Lead implementation and technical setup for each client.
• Deliver training and enablement to stakeholders at all levels.
• Manage implementations against metrics like time-to-launch and activation.
• Collaborate with Sales for smooth handoffs and clear scope.
• Transition accounts to Customer Success with transparent milestones and risks.
• Identify onboarding friction and build playbooks and templates to speed future launches.

Skills

Onboarding management

Program management

Data migration

Technical setup

Training & enablement

Customer-centric

Excel proficiency

AI tools familiarity

Communication skills

Job description

At Podium, we bring AI Employees to local businesses that turn every conversation into revenue. Trusted by 60,000+ businesses across Auto, Home Services, and Aesthetics, Podium captures and converts leads 24/7, driving both new business and repeat customers.

In under 24 months, we crossed $100M in AI Agent ARR, scaling 300% year-over-year. During this time, we’ve deployed 10,000 AI employees to empower real business outcomes for our customers. Podium is building what we believe will be the most impactful AI employee ecosystem for local business.

Podium has been recognized as the Best AI Implementation by Inc. Magazine, highlighted by OpenAI for building revenue-driving AI Agents, and awarded the #1 AI Agent for Business Operations by G2.

Our growth is fueled by hiring exceptional people, holding them to high standards, and creating opportunities for them to grow and make an impact. Our operating principles guide daily behavior and ensure we hire people who will thrive at Podium. If you're hungry for growth, aligned to our operating principles, and ready to get to work, you won't find a better place to learn and accelerate your career.

The Role

As an Implementation Manager at Podium, you own the most important stretch of the customer journey: the first 90 days. From the moment a deal closes, you will sit in our Home Services/ HVAC team — configuring the technology, training the people who will use it, and proving value fast enough that adoption sticks. You will be managing the data migration process from a customer's legacy system to Podium's AI Operating System.

This is a delivery role with a deadline. You'll run a portfolio of concurrent implementations against clear activation metrics, working across Sales, Product, Support, and Customer Success to remove blockers before they become escalations. Success looks like customers who are fully live and fully trained.

What you'll be doing

• Own end-to-end onboarding for customers, from post-sale handoff through full activation across customers
• Own data migration for every implementation - extracting customer, job, and history data from the customer's legacy system, cleaning and restructuring it, and loading it accurately into the platform so customers go live with their business intact
• Lead implementation and technical setup - FSM
• Deliver training and enablement to stakeholders at every level
• Manage implementations against key metrics. E.g. Time-to-launch, activation, and early product usage - ensuring each account hits its milestones within established timeframes.
• Serve as a product expert, understanding setup requirements for each solution to drive meaningful customer outcomes.
• Collaborate closely with the Sales team for a clean handoff and complete transparency on scope, expectations, and risk across your portfolio.
• Transition accounts to Customer Success via a documented handover, sharing milestones achieved and open risks clearly flagged, protecting retention from day one.
• Identify friction in the onboarding motion and build the playbooks, templates, and documentation that make the next launch faster.

What we're looking for

• 2+ years in onboarding, implementation, customer success, or account management at a SaaS company. Home services or HVAC experience is highly desirable but not necessary
• Strong project management instincts - you can run a high volume of concurrent implementations without letting details slip.
• Technical aptitude and curiosity; you're comfortable with configuration and troubleshooting alongside a customer.
• A confident trainer who can hold a room of busy operators and get them genuinely bought into something new.
• A deeply customer-centric approach paired with strong multitasking capabilities and keen attention to detail.
• Excellent written and verbal communication, and the judgment to know when to elevate.
• Confident in Excel - comfortable with lookups, pivot tables, and reshaping messy exports into clean, importable data
• Hands-on with AI tools (ChatGPT, Claude, or similar) to manipulate, map, and QA data at speed - you treat AI as part of your workflow, not a novelty
• A creative problem-solver - legacy systems rarely export cleanly, and you enjoy finding the workaround that makes the data usable anyway
• Comfortable running multi-step data migrations alongside a high volume of concurrent implementations without letting details slip
• Competitive base salary + superannuation.
• Uncapped commission with no threshold—earn from your very first deal.
• $650 monthly Lifestyle & Wellbeing Allowance to spend however you choose.
• Clear career progression with transparent promotion pathways.
• Ongoing coaching, training, and professional development.
• Modern Queen & Collins CBD office with end-of-trip facilities and bike storage.
• Fully stocked kitchen with complimentary snacks and drinks.
• Regular team events, celebrations, and incentives.
• An inclusive workplace where diverse backgrounds, experiences, and perspectives are valued.

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment. All successful candidates will be required to undergo a national crime check and are required to maintain full working rights in Australia.