Manager, Implementation

Slope; 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. You will define scalable onboarding, build systems and curricula, and grow a team of Implementation Specialists to execute as the program matures.

You will partner with Customer Success, Sales, Product, Engineering, and Data to create a best-in-class onboarding experience. This is a build role requiring hiring and leadership for scalable impact.

Qualifications

• 5+ years of experience in customer success, onboarding, implementation, or customer education.
• Experience managing or mentoring others.
• Build playbooks, systems and training programs to educate customers at scale.
• Data-driven and process-oriented, trackand improve outcomes.

Responsibilities

• Design scaled onboarding processes for Scaled and Mid-Market customers.
• Lead a team of Implementation Specialists and oversee onboarding sessions.
• Create templates, content and sequences to enable scalable onboarding.
• Recruit, hire, and onboard new team members, establishing training and ownership.
• Coach the team to meet time-to-value targets and quality standards.
• Ensure post-sale setup and end-to-end configuration for accounts.
• Monitor participation and success metrics across the customer base.
• Identify product gaps and onboarding friction for improvement.

Skills

Customer success

Onboarding

Leadership

Process improvement

Job description

Profound is the marketing platform for the AI era. As people increasingly turn to ChatGPT, Perplexity, and Gemini to decide what to buy, we give brands the intelligence to see how AI represents them and the Agents to act on it. Today, ~13% of the Fortune 500, plus companies like Ramp, Figma, Chime, Calendly, and DocuSign, use Profound to turn AI Search from a black box into a measurable growth channel.

Backed by Lightspeed, Sequoia, Kleiner Perkins, and Khosla Ventures at a $1B valuation, we're a lean, fast-moving team across NYC, SF, Buenos Aires, and London, shipping at a relentless pace and defining a new category at the biggest shift in marketing in 25 years. If you want to do the best work of your career at the frontier of AI, come build it with us.

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.