Manager, Implementation

Profound; New York (NY); On-site; 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 in NYC. You will build scalable systems, curriculum, and a growing team of Implementation Specialists to ensure day‑one success and lasting value.

Collaboration with Customer Success, Sales, Product, Engineering, and Data is essential to create best‑in‑class onboarding. You will shape the strategy for onboarding at scale, design playbooks, and drive time‑to‑value targets, while

Qualifications

• 5+ years of experience in customer success, onboarding, implementation, or customer education, including some experience directly managing or mentoring others
• Build playbooks, systems and training programs to educate customers at scale
• Process-oriented and data-aware, tracking what works and improving what does not
• Comfortable operating in ambiguity and building systems and teams rather than inheriting them
• Power user of AI tools who uses them to transform workflows, increase leverage, and drive meaningful efficiency gains

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

Skills

Customer success

Onboarding

Leadership

Playbooks

AI tools

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 a Manager of Implementation, you'll own onboarding and enablement for our Scaled and Mid-Market customers, ensuring stakeholders are set up for success from day one, while building and leading the team that delivers it. You'll set the strategy for how onboarding runs at scale, build the systems and curriculum that make the motion repeatable, and grow a team of Implementation Specialists to own execution as the program matures.

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 or an existing team - you are defining how onboarding works at scale and hiring the people who will run it alongside you.

What You'll Do

• 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

Who you are

• 5+ years of experience in customer success, onboarding, implementation, or customer education, including some experience directly managing or mentoring others
• Understand the gap between "sold" and "successful", and is ready to build and lead a team around that motion
• Build playbooks, systems and training programs to educate customers at scale
• Process-oriented and data-aware, tracking what works and improving what does not
• Comfortable operating in ambiguity and building systems and teams rather than inheriting them
• Power user of AI tools who uses them to transform workflows, increase leverage, and drive meaningful efficiency gains

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 $150,000 to $200,000 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.