Scale Onboarding Architect

Profound; New York (NY); On-site; USD 130,000 - 138,000; Full time

Job summary

Profound is hiring an Implementation Manager to own onboarding and enablement for Scaled and Mid-Market customers. You will run scalable onboarding sessions, shape curricula, and build enablement infrastructure while coordinating with Customer Success, Sales, Product, Engineering, and Data teams.

You will independently handle escalations and blockers, define metrics, and continuously improve the motion as our customer base grows.

Qualifications

• 4-6 years in customer success, onboarding, or implementation.
• Ability to run high-volume onboarding with repeatable playbooks.
• Strong facilitation and stakeholder management.
• Data-aware with process optimization mindset.
• Comfort with ambiguity and building systems from scratch.

Responsibilities

• Own the implementation journey for a high-volume portfolio of Scaled and Mid-Market customers.
• Run weekly onboarding sessions covering platform setup, prompt creation, report interpretation, and Q&A.
• Design and continuously improve the scaled onboarding curriculum.
• Build enablement infrastructure including session templates and follow-up sequences.
• Independently handle escalations and blockers, adapting playbooks as needed.
• Define and track implementation metrics like time to value and completion rate.
• Evolve the implementation motion as the customer base grows.
• Surface product gaps and onboarding friction to CS and Product teams.
• Serve as internal expert on how customers use Profound and translate insights into programs.

Skills

Customer success

Onboarding

Implementation

Facilitation

Program management

Data analysis

AI tools

AI search

Tools

AI tools

Job description

Profound is hiring an Implementation Manager to own onboarding and enablement for Scaled and Mid-Market customers. You will run scalable onboarding sessions, shape curricula, and build enablement infrastructure while coordinating with Customer Success, Sales, Product, Engineering, and Data teams.

You will independently handle escalations and blockers, define metrics, and continuously improve the motion as our customer base grows.