Implementation Manager

Profound; New York (NY); Hybrid; USD 110,000 - 180,000; Full time

Benefits offered by this job

Job summary

Profound is seeking an Implementation Manager to own onboarding and enablement for Scaled and Mid-Market customers. You will run scalable onboarding sessions, strengthen the curriculum, and build repeatable processes that drive value from day one.

You will partner with Customer Success, Sales, Product, Engineering, and Data to create a best-in-class onboarding experience, serving as a subject-matter expert and continuously improving playbooks and content.

Qualifications

• 4+ years of experience in customer success, onboarding, implementation, or customer education.
• Demonstrated ability to run onboarding at scale and manage a high-volume implementation motion.
• Strong facilitation and ability to lead group sessions, webinars, and office hours.

Responsibilities

• Own the implementation journey for a high-volume portfolio of Scaled and Mid-Market customers, from platform configuration to early value realization.
• Run weekly onboarding sessions covering platform setup, prompt creation, report interpretation, and Q&A.
• Design and improve the scaled onboarding curriculum for Scaled and Mid-Market customers.
• Build enablement infrastructure including session templates, help content, and follow-up sequences to scale onboarding.
• Handle escalations and blockers, adapting playbooks as needed for customer circumstances.
• Define and track implementation performance metrics and identify patterns to improve quality and efficiency.
• Evolve the implementation motion as the customer base grows to scale without proportional headcount.
• Surface product gaps and onboarding friction to Product and Customer Success teams, and improve playbooks.

Skills

Customer success

Onboarding

Implementation

Customer education

Facilitation

Data-driven

AI tools

AI search experience

Tools

AI tools

Job description

Profound is the fastest-growing AI marketing platform, used by 15% of the Fortune 500 including Comcast, Estée Lauder, and Walmart, and innovators like Ramp, MongoDB, and Figma. It is where marketing teams do the work: research, briefs, content, campaigns, reporting, all in one place, alongside agents that carry the load with them.

Built on 2B+ real user prompts and growing, Profound’s data shows you what people ask AI and what the models say back. Profound's AI Marketer joins that data with deep context about our customers to find the opportunities worth acting on, and then puts agents to work: automating reporting, drafting content, auditing pages for readability, running competitive research. It measures what works and gets better every day.

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 NYC, San Francisco, or London designed for builders who thrive on speed, iteration, and meaningful impact.

For this role, the expected base salary range is $110,000 to $180,000 (NYC and SF) before variable compensation. Profound’s 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.