Director of Scaled Onboarding & Implementation

Slope; New York (NY); On-site; USD 150,000 - 200,000; Full time

Job summary

Profound is seeking a Manager of Implementation to own onboarding and enablement for Scaled and Mid-Market customers. You will define scalable onboarding, build systems and curricula, and grow a team of Implementation Specialists to execute as the program matures.

You will partner with Customer Success, Sales, Product, Engineering, and Data to create a best-in-class onboarding experience. This is a build role requiring hiring and leadership for scalable impact.

Qualifications

• 5+ years of experience in customer success, onboarding, implementation, or customer education.
• Experience managing or mentoring others.
• Build playbooks, systems and training programs to educate customers at scale.
• Data-driven and process-oriented, trackand improve outcomes.

Responsibilities

• Design scaled onboarding processes for Scaled and Mid-Market customers.
• Lead a team of Implementation Specialists and oversee onboarding sessions.
• Create templates, content and sequences to enable scalable onboarding.
• Recruit, hire, and onboard new team members, establishing training and ownership.
• Coach the team to meet time-to-value targets and quality standards.
• Ensure post-sale setup and end-to-end configuration for accounts.
• Monitor participation and success metrics across the customer base.
• Identify product gaps and onboarding friction for improvement.

Skills

Customer success

Onboarding

Leadership

Process improvement

Job description

Profound is seeking a Manager of Implementation to own onboarding and enablement for Scaled and Mid-Market customers. You will define scalable onboarding, build systems and curricula, and grow a team of Implementation Specialists to execute as the program matures.

You will partner with Customer Success, Sales, Product, Engineering, and Data to create a best-in-class onboarding experience. This is a build role requiring hiring and leadership for scalable impact.