Implementation Manager

Profound; New York (NY); On-site; USD 115,000 - 140,000; Full time

Job summary

Profound is the marketing platform for the age of AI search. The company enables brands to reach people by leveraging AI models such as ChatGPT and Perplexity to turn AI search into a competitive advantage.

An Implementation Manager will own onboarding for Scaled and Mid-Market customers, delivering scalable sessions, curricula, and enablement content to realize value quickly. The role partners with Customer Success, Sales, Product, Engineering, and Data, and is built for speed and impact in a

Qualifications

• 4 or more years of experience in customer success, onboarding, implementation, or customer education.
• Experience scaling onboarding for high-volume portfolios.
• Ability to tie implementation to product value and motivate customers.
• Strong facilitation of group sessions, webinars, and office hours.
• Organized program owner who builds repeatable systems from scratch.
• Data-aware, process-oriented with measurements to improve outcomes.
• Comfortable operating independently in ambiguity and building systems.
• Power user of AI tools to transform workflows and drive efficiency.
• AI search experience is a plus.

Responsibilities

• Own the implementation journey for a high-volume portfolio of Scaled and Mid-Market customers, from platform configuration and setup through early value realization.
• Run weekly onboarding sessions covering platform setup, prompt creation, report interpretation, and Q&A.
• Design and continuously improve the scaled onboarding curriculum serving as the primary implementation motion.
• Build enablement infrastructure including session templates, help content, and follow-up sequences.
• Independently handle escalations and blockers, adapting playbooks as needed.
• Define and track implementation performance metrics and recognize patterns to improve quality and efficiency.
• Evolve the implementation motion as the customer base grows, scaling without proportional headcount.
• Surface product gaps and onboarding friction to CS and Product teams; improve playbooks.
• Serve as internal Subject Matter Expert on how customers use Profound and translate insights into programs and content.

Skills

Customer success

Onboarding

Implementation

Facilitation

Program management

Data-driven

Job description

Profound is the marketing platform for the age of AI search. The way brands reach people is being rewritten - AI models like ChatGPT, Perplexity, and Google AI Mode are now the answer layer between companies and their customers. We built the platform marketers use to understand, measure, and win in that world: the analytics, intelligence, and agent automation that turn AI search from a threat into a competitive advantage.

We went from 0 to a $1B valuation in 18 months. Revenue grew 100x last year. Our customers include 15% of the Fortune 500 like Walmart, Wayfair and U.S. Bank, and innovators like Ramp, MongoDB, and Figma. We are backed by Sequoia, Kleiner Perkins, LSVP, and Khosla Ventures - and we are moving fast enough that the people joining now are building the playbook everyone who comes after them will run.

As an Implementation Manager, you'll own onboarding and enablement execution for our Scaled and Mid-Market customers, ensuring stakeholders are set up for success from day one. You'll run onboarding at scale through recurring sessions, strengthen the systems and curriculum that make the motion repeatable, and ensure customers realize value quickly - independently managing a high volume of implementations and adapting the playbook when customer circumstances require a different approach.

Partnering closely with Customer Success, Sales, Product, Engineering, and Data, you'll create a best-in-class onboarding experience. This is a build role. You are not stepping into a finished system - you are helping define how onboarding works at scale.

What You’ll Do

• Own the implementation journey for a high-volume portfolio of Scaled and Mid-Market customers, from platform configuration and setup through early value realization
• Run weekly onboarding sessions covering platform setup, prompt creation, report interpretation, and Q&A
• Design and continuously improve the scaled onboarding curriculum that serves as the primary implementation motion for Scaled and Mid-Market customers
• Build the enablement infrastructure including session templates, help content, and follow-up sequences to make onboarding scalable without sacrificing quality
• Independently handle escalations and implementation blockers, adapting established playbooks when customer circumstances require a different approach
• Define and track implementation performance metrics, like time to value, configuration completion rate, and operational efficiency, recognizing patterns to continuously improve the quality and efficiency of the implementation motion
• Evolve the implementation motion as our customer base grows, building a process that scales without proportional headcount
• Surface product gaps, onboarding friction, and recurring issues to Customer Success and Product teams, and create or improve playbooks based on repeated experience
• Serve as the internal expert on how customers actually use Profound - a dependable subject-matter resource for teammates - and translate that insight into stronger programs, content, and strategy

Who You Are

• 4 or more years of experience in customer success, onboarding, implementation, or customer education
• You understand the gap between "sold" and "successful," and have owned the motion that closes it - consistently producing strong outcomes across demanding, high-volume engagements
• You know how to tie implementation to the product value and communicate that to keep customers motivated through the process
• Strong facilitator, comfortable leading group sessions, webinars, and office hours with stakeholders at varying levels of sophistication
• Organized program owner who can build a repeatable system from scratch, keep it running, and demonstrate reliable performance across a broad portfolio
• Skilled at handling difficult conversations, balancing short-term customer needs against longer-term program objectives, and maintaining customer trust in moments of ambiguity or change
• Process-oriented and data-aware, tracking what works and improving what does not
• Comfortable operating independently in ambiguity and building systems rather than inheriting them
• Power user of AI tools who uses them to transform workflows, increase leverage, and drive meaningful efficiency gains
• AI search experience is a plus

Location

This is an on-site role based in our Union Square, NYC office, designed for builders who thrive on speed, iteration, and meaningful impact.

For this role, the expected base salary range is $115,000 to $140,000 before variable compensation. Profounds total compensation package is designed to be competitive and includes base salary, variable compensation, equity, and a full range of benefits and perks. Final compensation will depend on factors such as your skills, experience, qualifications, and location, and will be determined during the interview process. Our recruiting team will share more details about the full compensation package and benefits as you move through hiring.

Note: All official communication from Profound will come from a @tryprofound.com email address. If you're contacted by anyone using a different domain, please disregard and report it as spam.