Implementation and Product Launch Specialist

Lula Commerce; Philadelphia (Philadelphia County); Hybrid; USD 90,000 - 150,000; Full time

Job summary

Lula Commerce is seeking an experienced Implementation Manager to own customers from signed agreement through launch and ongoing value realization. You will coordinate cross-functional teams, manage onboarding, data integrations, and training, and drive adoption after go-live.

The role requires strong customer facing skills and a data-driven mindset in a remote-first, hybrid setup. You will join a fast-growing SaaS and marketplace platform for the convenience retail industry, collaborating with

Qualifications

• 4–7 years in implementation, onboarding, launch operations, customer growth, program management, product operations, or related role.
• Direct experience in restaurant technology, hospitality, merchant technology, delivery platforms, ecommerce, marketplaces, POS, or closely related ecosystem.
• Data fluency; working SQL and comfort using AI tooling to pull and interrogate customer data.
• Ability to own complex customer implementations and drive them live; capable of leading difficult conversations with customers.

Responsibilities

• Move customers from verbal commitment to executed agreement, then from signed agreement to launch.
• Build implementation plans with milestones, owners, dependencies, risks, and firm launch dates.
• Translate contracts, commitments, and technical requirements into executable plans.
• Coordinate onboarding, configuration, data collection, integrations, testing, training, and launch readiness.
• Identify blockers early, drive decisions, and follow issues to resolution.
• Keep customers, internal teams, and external partners aligned and accountable throughout.
• Own post-launch success: track adoption and usage, surface expansion opportunities, and guide pricing discussions.

Skills

Implementation

Onboarding

Launch operations

Customer growth

Data fluency

SQL

AI tooling

Customer facing

Tools

SQL

Job description

About Lula

Lula Commerce is a fast-growing SaaS and marketplace platform for the convenience retail industry. We work with some of the largest convenience chains in the country, along with thousands of independent operators, to run their digital ordering, delivery, and retail data infrastructure.

About The Role

We currently have around fifteen customer implementations in flight and expect that number to keep climbing. Getting customers signed, live, and genuinely using what they bought is the single biggest lever on our growth right now.

This is not a project management role, and it is not only an onboarding role.

You own the customer from the moment they say yes through the moment they are demonstrably getting value. That means getting the contract signed, building the launch plan, coordinating the technical and operational work to go live, and then staying on it and making sure the customer is actually using the product, actually seeing results, and actually growing with us.

The last part is where most implementation roles stop and where this one continues. Once a merchant is live, you will be the person tracking whether the product is working for them, what they are and aren't doing to drive their own results, and where an additional product or expanded scope genuinely makes sense for their business. You will surface and support those expansion conversations directly.

You will also become the technical and operational voice in front of prospects — joining sales conversations, running demos, walking through how the product works in the real world, and helping shape proposals. And as new platform and partner integrations come online, you will be the person who organizes them, keeps them moving, and drives them to completion.

We are not asking you to generate new leads or do cold outreach. We are asking you to own everything that happens after a customer raises their hand.

What You’ll Own

Getting customers signed and live

• Move customers from verbal commitment to executed agreement, then from signed agreement to launch.
• Build implementation plans with milestones, owners, dependencies, risks, and firm launch dates.
• Translate contracts, commitments, and technical requirements into executable plans.
• Coordinate onboarding, configuration, data collection, integrations, testing, training, and launch readiness.
• Identify blockers early, drive decisions, escalates appropriately, and follow issues to resolution.
• Keep customers, internal teams, and external partners aligned and accountable throughout.

Activation and customer growth

• Own what happens after launch: whether the customer is live is the starting line, not the finish.
• Track adoption and usage by account, and dig into the data to understand where a customer is underperforming and why.
• Stay on top of what each merchant is doing to drive their own results — promotions, local marketing, storefront quality — and tell them clearly what they need to do differently.
• Identify where additional products or expanded scope make sense for a specific customer, and lead those conversations case by case.
• Act as the technical and operational voice on sales calls, including demos, product walkthroughs, and input into proposals and pricing conversations.

Integration program management

• Own the coordination of new platform and partner integrations from kickoff through completion.
• Keep engineering, partners, and stakeholders aligned on scope, sequencing, and timing.

Building the machine

• Document repeatable playbooks, checklists, templates, and ownership standards.
• Track time to launch, milestone completion, delays, open blockers, post-launch issues, and activation metrics.
• Use what you learn across implementations to recommend improvements to the product and the operating model.

What We Are Looking For

• Roughly 4–7 years in implementation, onboarding, launch operations, customer growth, program management, product operations, or a related role.
• Direct experience in restaurant technology, hospitality, merchant technology, delivery platforms, ecommerce, marketplaces, point-of-sale, or a closely related ecosystem. You should understand how these businesses actually operate day to day.
• Data fluency. Working SQL and comfort using AI tooling to pull and interrogate customer data yourself.
• A meaningful part of this job is answering "is this customer actually succeeding, and if not, why" without asking someone else to run the query. A track record of personally owning complex customer implementations and getting them live.
• Comfort in front of customers, including leading difficult conversations about requirements, risks, tradeoffs, and timing — and comfort in commercial conversations without being a traditional salesperson.
• Strong operational judgment. You understand how a product behaves in the real world, not just how it reads in a project plan. The ability to run many workstreams at once without losing detail, and to create structure where none exists yet.
• Strong ownership and urgency. You surface risks early, hold people accountable, and keep work moving without repeated follow-up.

Helpful, not required

menus, catalogs, POS systems, ordering platforms, delivery marketplaces, payments, or merchant integrations; APIs, data feeds, and implementation testing; working knowledge of promotions, local search, or merchant-side marketing; building playbooks, dashboards, or automations from scratch; Seed through Series B experience.

What Success Looks Like

In your first few months, every active implementation has a clear plan, an owner, a launch date, and a visible view of outstanding risk. Blockers surface before they cause delays, and leadership has a dependable picture of launch progress.

By six months, implementations are faster and more consistent because the process is documented and measurable — and just as importantly, launched customers are measurably using the product, not just technically live.

Most importantly, you become the person who can take a customer commitment, coordinate the work across teams, push it to launch, and then make sure it actually worked

Why Lula

You will work directly with company leadership and shape how customers launch and grow across an expanding product portfolio. If you understand this ecosystem, enjoy turning complexity into action, and take pride in owning outcomes rather than handoffs, we would like to hear from you.

We are remote-first. You will be asked to come to our Cherry Hill, NJ office occasionally — roughly once every few months.