Implementation Manager

Jobtailor; Addison (TX); On-site; USD 65,000 - 95,000; Full time

Job summary

Jobtailor in Addison, TX seeks a Customer Onboarding Success professional to drive onboarding outcomes, manage relationships, and identify expansion opportunities within a SaaS environment. You will lead training sessions and ensure customers achieve Time to Value through structured onboarding.

The role requires clear communication with decision-makers and a track record in customer success, with a bachelor’s degree and experience using Catalyst as a data health tool.

Qualifications

• 4+ years of experience in customer onboarding, customer success, or account management.
• Excellent verbal and written communication skills with decision-makers.
• Earned a 4 year college degree from an accredited college or university.
• Experience with Catalyst is a plus.

Responsibilities

• Achieve an 85% graduation rate per quarter by understanding customers’ outcomes and onboarding goals.
• Complete account build for workflow and identify upsell/expansion opportunities.
• Manage at-risk accounts to mitigate churn and ensure Time to Value (TTV).
• Conduct onboarding communications and cadence calls with customer decision-makers.
• Maintain data integrity and accurate records in Catalyst.

Skills

Communication

Relationship management

Onboarding

Education

Bachelor's degree

Tools

Catalyst

Job description

Responsibilities

• Customer Onboarding Success: Achieve an 85% graduation rate per quarter by understanding customers’ desired outcomes, onboarding goals, and Time to Value (TTV); completing account build for workflow; identifying upsell/expansion opportunities; and managing at-risk accounts to mitigate early-term and non-renewal churn.
• Customer Satisfaction, Health and Relationship Management: Manage onboarding communication and cadence call expectations, complete Onboarding EBRs and CSM handovers attended by customer decision-makers, maintain engagement with at-risk (0DT) accounts, and conduct regular account health checks using key adoption and health indicators.
• Product Expertise and Training: Serve as a product expert by understanding functionality and use cases, and lead training sessions tailored to customer needs.
• Communication and Engagement: Build strong relationships through effective communication, cadence calls, and strategic reviews with customer decision-makers.
• Data Integrity: Maintain accurate records in Catalyst, ensure data integrity, and continuously update processes for optimal customer success.

Requirements

• 4+ years of experience in customer onboarding, customer success, or account management, preferably in a SaaS or technology-driven environment.
• Excellent verbal and written communication skills, with the ability to engage with decision-makers and manage customer expectations.
• Earned a 4 year college degree from an accredited college or university.
• Experience with tools like Catalyst is a plus!