Customer Implementation Manager

Customer Implementation Manager

Final date to receive applications: 11 June 2026

Department: Professional Services

Employment Type: Full Time

Location: Boston, MA

Compensation: $74,000 - $84,000 / year

How we onboard our new customers is a fundamental pillar of future success and sets the tone for our ongoing relationship with them. As a core member of our Professional Services (PS) and Implementation function, the Customer Onboarding Manager will set the groundwork for successful platform adoption by deeply understanding customer requirements and guiding them through implementation and platform setup.

This role sits at the intersection of Sales, Professional Services, Customer Success, and Operations, owning the customer journey from signed deal through to successful handover to Customer Success. You will project manage the onboarding and implementation process across a typical 40–60 day onboarding window, coordinating cross-functional teams and ensuring customers are set up for long-term success. The value customers get from Zappi is only maximized if there is a strong foundational system put in place — having the detail, rigor, strategic thinking, and relationship management skills to get this right is key to the role.

You are right for the job if you are comfortable and excited about guiding, supporting, and assisting customers throughout their adoption journey, from first interaction on the platform through to onboarding completion and beyond.

As this is an evolving function within the business, you will also need to be comfortable experimenting, building new processes, identifying operational improvement opportunities, and helping optimize the onboarding experience. Curiosity around AI, automation, and scalable workflow improvements is highly valued as the team continues to evolve its implementation practices.

• Manage customers from point of sale through onboarding and implementation to Customer Success handover
• Own onboarding and implementation timelines across a typical 40–60 day customer journey
• Create and implement tailored onboarding plans for new enterprise customers
• Configure customer platform setup, including domains, user access, workflows, and onboarding requirements
• Conduct deep discovery sessions to understand customer goals, business challenges, and implementation needs
• Guide customers through strategic onboarding and platform adoption decisions
• Deliver tailored live platform demos and customer training sessions to support self-serve adoption
• Conduct regular customer check-ins on a daily, weekly, or biweekly cadence to drive implementation progress
• Coordinate closely with cross-functional teams, including Sales, Customer Success, Product, Support, and Operations
• Partner with internal teams to identify opportunities for process optimization and customer growth
• Support customers in achieving fast time-to-live and rapid time-to-first-value
• Reduce customer effort by proactively recommending expertise, resources, and best practices
• Manage multiple onboarding workflows simultaneously while maintaining a high-quality customer experience
• Review and improve onboarding processes, implementation workflows, and customer enablement strategies
• Explore opportunities for automation, AI enablement, and scalable onboarding improvement

• Proven experience in SaaS customer onboarding, implementation, or customer success roles, preferably with enterprise customers
• Experience with in market research, consumer insights, or research operations, with a strong understanding of research fundamentals and methodologies
• Strong project management skills with the ability to manage multiple onboarding workflows simultaneously
• Experience owning end-to-end implementation projects and customer onboarding timelines
• Excellent communication and presentation skills, including leading customer trainings and live demos
• Ability to conduct structured discovery conversations and translate customer goals into onboarding strategies
• Strong stakeholder management skills, including working with senior enterprise clients and cross-functional internal teams
• Experience collaborating across Sales,…