Scaled Onboarding & Enablement Lead

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 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