AI Onboarding Lead for Scaled Implementations

Profound; New York (NY); Hybrid; USD 110,000 - 180,000; Full time

Benefits offered by this job

Job summary

Profound is seeking an Implementation Manager to own onboarding and enablement for Scaled and Mid-Market customers. You will run scalable onboarding sessions, strengthen the curriculum, and build repeatable processes that drive value from day one.

You will partner with Customer Success, Sales, Product, Engineering, and Data to create a best-in-class onboarding experience, serving as a subject-matter expert and continuously improving playbooks and content.

Qualifications

• 4+ years of experience in customer success, onboarding, implementation, or customer education.
• Demonstrated ability to run onboarding at scale and manage a high-volume implementation motion.
• Strong facilitation and ability to lead group sessions, webinars, and office hours.

Responsibilities

• Own the implementation journey for a high-volume portfolio of Scaled and Mid-Market customers, from platform configuration to early value realization.
• Run weekly onboarding sessions covering platform setup, prompt creation, report interpretation, and Q&A.
• Design and improve the scaled onboarding curriculum for Scaled and Mid-Market customers.
• Build enablement infrastructure including session templates, help content, and follow-up sequences to scale onboarding.
• Handle escalations and blockers, adapting playbooks as needed for customer circumstances.
• Define and track implementation performance metrics and identify patterns to improve quality and efficiency.
• Evolve the implementation motion as the customer base grows to scale without proportional headcount.
• Surface product gaps and onboarding friction to Product and Customer Success teams, and improve playbooks.

Skills

Customer success

Onboarding

Implementation

Customer education

Facilitation

Data-driven

AI tools

AI search experience

Tools

AI tools

Job description

Profound is seeking an Implementation Manager to own onboarding and enablement for Scaled and Mid-Market customers. You will run scalable onboarding sessions, strengthen the curriculum, and build repeatable processes that drive value from day one.

You will partner with Customer Success, Sales, Product, Engineering, and Data to create a best-in-class onboarding experience, serving as a subject-matter expert and continuously improving playbooks and content.