Implementation Lead

Reactiv; Toronto; On-site; CAD 85,000 - 120,000; Full time

Job summary

Reactiv is hiring an Implementation Lead to own how merchants go live on Reactiv. You will manage the full implementation journey from discovery at kickoff through launch, hypercare, and handoff to Customer Success across multiple implementations, from mid-market to enterprise.

The ideal candidate brings deep ecommerce ecosystem experience, strong problem-solving skills, and the ability to collaborate closely with merchants to get them live quickly and successfully.

Qualifications

• Proven experience in onboarding, implementation, or similar roles in SaaS or ecommerce.
• High AI fluency and daily use of AI tools such as Claude or ChatGPT.
• Strong understanding of Shopify store structure, apps, and integrations.
• Experience leading enterprise implementations with multiple stakeholders.
• Excellent project management and proactive communication skills.

Responsibilities

• Serve as the primary contact for merchants from contract signature through launch and the 30-day hypercare period.
• Run discovery at kickoff to document goals, Shopify setup, integrations, stakeholders, and launch requirements.
• Lead onboarding calls and implementation walkthroughs.
• Translate merchant requirements into actionable tasks and partner with engineering when needed.
• Own end-to-end launch processes, including app store submissions and QA checks.
• Coordinate QA, manage scope and timelines, and hand off to Customer Success after hypercare.
• Deliver training and create onboarding documentation and FAQs.

Skills

Onboarding

Implementation

Problem solving

Project management

Communication

AI fluency

Tools

Rocketlane

App Store Connect

Google Play Console

Job description

About Reactiv:

Reactiv is building the future of mobile commerce. A world where the mobile web disappears, and every shopping journey becomes instant, contextual, and native.

Our platform lets brands turn any moment of intent - an ad click, QR scan, LLM search result, or real-world moment - into a fully personalized app experience with zero friction or downloads. Using Apple's App Clips, Reactiv gives marketers a new acquisition surface, a new retention channel, and a new way to build long-term customer relationships through high-intent, push-enabled experiences.

Beyond Clips, Reactiv provides the full stack for next-generation commerce: deep data integration, an AI-driven marketing engine, and tools that let brands deliver richer, higher-converting experiences everywhere their customers are. We’re redefining how brands acquire, convert, and retain customers on mobile, and building the platform that powers the next decade of commerce.

If you want to help shape what comes after the mobile web, we’d love to meet you.

Role Overview:

We are hiring an Implementation Lead to join our team and own how merchants go live on Reactiv. You will run the full implementation journey, from discovery at kickoff through launch, hypercare, and handoff to Customer Success. You’ll manage several implementations at once, from quick mid-market launches to multi-month enterprise builds alongside the merchant’s internal teams and agency partners. We’re an AI-first team, and this person will use AI in nearly every part of the job, from discovery and QA to merchant communication and internal automation. As the team grows, you’ll help shape how we hire and onboard future implementation team members.

The ideal candidate brings deep ecommerce ecosystem experience, strong problem-solving skills, and the ability to collaborate closely with merchants to get them live quickly and successfully. You excel in fast-moving environments, communicate clearly, and love taking ownership of complex implementations from start to finish.

Key Responsibilities:

Merchant Onboarding & Implementation

• Serve as the primary point of contact for merchants from contract signature through launch and the 30-day hypercare period.
• Run thorough discovery at implementation kickoff to document the merchant’s goals, Shopify setup, integrations, stakeholders, and launch requirements before the build starts.
• Lead onboarding calls and implementation walkthroughs.
• Understand merchant goals, technical requirements, and unique Shopify setups to tailor implementations appropriately.
• Guide merchants through configuring their Reactiv app, enabling integrations, and preparing for launch.
• Run weekly implementation syncs with merchant stakeholders, including executive sponsors, internal dev teams, and third-party agencies or systems integrators.
• Build and manage project plans in Rocketlane across multiple concurrent implementations, keeping scope, milestones, and timelines current.

Integration Setup & Solutioning

• Assist merchants in connecting and configuring key integrations (analytics, loyalty, subscriptions, reviews, etc.).
• Troubleshoot issues related to theme setup, Shopify data structures, or integration behavior.
• Translate technical requirements into actionable tasks, partnering with engineering when needed.
• Join late-stage sales calls when needed to walk prospects through the implementation cycle: timelines, discovery, and what we need from their team.
• Scope and manage change requests that fall outside the original SOW, and work with sales to price expedited custom work.
• Support merchants and their developers building on Reactiv Plus, our developer platform.

Launch Execution

• Own the end-to-end app launch process, including app store submissions, Reactiv Clips activation, QA checks, and final approvals.
• Provide clear project plans, timelines, and readiness checklists to ensure smooth, on-time launches.
• Test full merchant flows across iOS, Android, and App Clips to ensure a frictionless customer experience.
• Manage Apple App Store and Google Play developer account access, production builds, and new-launch submissions.
• Coordinate QA with merchant and agency QA teams, including shared test plans and bug triage before launch.
• Run 30 days of hypercare after go-live, then hand the account to Customer Success with a documented handoff checklist.
• Flag launch risks and timeline slips to Reactiv leadership early, with a recovery plan.
• Act as the first line of escalation for merchants during onboarding.
• Collaborate closely with engineering and product to resolve complex or novel cases.

Merchant Enablement & Training

• Deliver training sessions to merchants on how to manage their mobile app, Reactiv Clips, analytics, and ongoing content updates.
• Create and maintain onboarding documentation, implementation guides, FAQs, and best practices.
• Educate merchants on how to get the most value out of their mobile app experience.

Cross-Functional Collaboration

• Work with sales to ensure a clean handoff and accurate scoping of merchant needs.
• Partner with product and engineering to communicate merchant requirements, edge cases, and opportunities for improvement.
• Help identify patterns in merchant workflows that can be automated, optimized, or improved through product enhancements.
• Partner with Reactiv’s design team on merchant design reviews and app design sign-off.

Data & Optimization

• Track onboarding progress, launch timelines, and implementation health metrics.
• Identify friction points in the onboarding flow and propose process improvements.
• Analyze merchant configuration and app usage data to recommend optimizations pre-launch.
• Use AI tools every day to move faster: draft merchant communication and documentation, prep for discovery sessions, QA builds, and summarize project status.
• Build AI agents, MCP connections, and automations that remove manual steps from the implementation process, and share what works with the rest of the team.

Qualifications:

• Proven experience in onboarding, implementation, solutions, or a similar role within SaaS, ecommerce, or the Shopify ecosystem.
• High AI fluency. You use tools like Claude or ChatGPT daily, can walk us through workflows or automations you’ve built with them, and know where AI helps and where it needs a human check.
• Strong understanding of Shopify store structure, apps, and integrations (Liquid, API basics, app permissions, etc.).
• Experience configuring or supporting integrations (analytics tools, conversion APIs, loyalty platforms, subscription apps, etc.).
• Strong project management skills and clear, proactive communication, including written status updates for merchant executives and Reactiv leadership.
• Comfortable working in fast-paced environments with evolving product features.
• Highly organized, proactive, and able to manage multiple merchant implementations simultaneously.
• Technical aptitude and eagerness to learn new tools and technologies quickly.
• Experience leading enterprise implementations with multiple stakeholders, agencies, or systems integrators.
• Experience with an implementation or project management tool such as Rocketlane.
• Nice to have: experience writing or contributing to SOWs and implementation estimates.
• Nice to have: familiarity with App Store Connect and Google Play Console.