Head of Scaled Onboarding & Implementation

Profound; New York (NY); Hybrid; 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 from day one. You will build scalable processes, curriculum, and a growing team to execute the program.

Partnering with Customer Success, Sales, Product, Engineering, and Data, you will craft an onboarding motion that scales, with measurable success metrics and a strong focus on time-to-value. This is an on-site role in Union Square, NYC.

Qualifications

• 5+ years of experience in customer success, onboarding, implementation, or customer education.
• Experience directly managing or mentoring others is a plus.
• Build playbooks, systems and training programs to educate customers at scale.
• Process-oriented and data-aware, tracking what works and improving what does not.

Responsibilities

• Design scaled onboarding curriculum that serves as the primary implementation motion for Scaled and Mid-Market customers.
• Run and, as the team grows, delegate weekly onboarding sessions covering platform setup, prompt creation, report interpretation, and Q&A.
• Build the enablement infrastructure including session templates, help content, and follow-up sequences to make onboarding scalable without sacrificing quality.
• Recruit, hire, and onboard a team of Implementation Specialists as the program matures, establishing structured training and clear ownership of session facilitation and other onboarding workstreams.
• Coach and develop your team, setting clear expectations and holding the group accountable to onboarding quality and time-to-value targets.
• Ensure accounts are properly set up post-sale and verify configuration end to end.
• Track participation, success metrics, and operational efficiency across your team and the customer base, identifying patterns and areas to improve.
• Surface product gaps, onboarding friction, and recurring issues to Customer Success and Product teams.
• Serve as the internal expert on how customers actually use Profound and translate that into stronger programs, content, and strategy

Job description

Profound is seeking a Manager of Implementation to own onboarding and enablement for Scaled and Mid-Market customers from day one. You will build scalable processes, curriculum, and a growing team to execute the program.

Partnering with Customer Success, Sales, Product, Engineering, and Data, you will craft an onboarding motion that scales, with measurable success metrics and a strong focus on time-to-value. This is an on-site role in Union Square, NYC.