Scaled Onboarding Lead for AI Platform Implementations

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

Job summary

Profound is the fastest-growing AI marketing platform used by 15% of the Fortune 500, offering onboarding at scale for Scaled and Mid-Market customers. As an Implementation Manager, you’ll own onboarding and enablement execution, working with Success, Sales, Product, Engineering, and Data to craft repeatable, value-focused programs.

You’ll run high-volume sessions, design curriculums, build playbooks, and track metrics such as time to value and configuration completion.

Qualifications

• 4+ years in customer success, onboarding, implementation, or customer education.
• Proven ability to run high-volume onboarding with measurable outcomes.
• Strong facilitation and webinar/office hours experience.

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 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.
• 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.

Skills

Customer success

Onboarding

Implementation

Facilitation

Program management

Data-driven

AI tools

Independent work

Stakeholder mgmt

Job description

Profound is the fastest-growing AI marketing platform used by 15% of the Fortune 500, offering onboarding at scale for Scaled and Mid-Market customers. As an Implementation Manager, you’ll own onboarding and enablement execution, working with Success, Sales, Product, Engineering, and Data to craft repeatable, value-focused programs.

You’ll run high-volume sessions, design curriculums, build playbooks, and track metrics such as time to value and configuration completion.