Implementation Manager

Profound is the fastest-growing AI marketing platform, used by 15% of the Fortune 500 including Comcast, Estée Lauder, and Walmart, and innovators like Ramp, MongoDB, and Figma. It is where marketing teams do the work: research, briefs, content, campaigns, reporting, all in one place, alongside agents that carry the load with them.

Built on 2B+ real user prompts and growing, Profound’s data shows you what people ask AI and what the models say back. Profound's AI Marketer joins that data with deep context about our customers to find the opportunities worth acting on, and then puts agents to work: automating reporting, drafting content, auditing pages for readability, running competitive research. It measures what works and gets better every day.

As an Implementation Manager, you'll own onboarding and enablement execution for our Scaled and Mid-Market customers, ensuring stakeholders are set up for success from day one. You'll run onboarding at scale through recurring sessions, strengthen the systems and curriculum that make the motion repeatable, and ensure customers realize value quickly — independently managing a high volume of implementations and adapting the playbook when customer circumstances require a different approach.

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 — you are helping define how onboarding works at scale.

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, recognizing patterns to continuously improve the quality and efficiency of the implementation motion

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 — and translate that insight into stronger programs, content, and strategy

4 or more years of experience in customer success, onboarding, implementation, or customer education

You understand the gap between “sold” and “successful,” and have owned the motion that closes it — consistently producing strong outcomes across demanding, high-volume engagements

You know how to tie implementation to the product value and communicate that to keep customers motivated through the process

Strong facilitator, comfortable leading group sessions, webinars, and office hours with stakeholders at varying levels of sophistication

Organized program owner who can build a repeatable system from scratch, keep it running, and demonstrate reliable performance across a broad portfolio

Skilled at handling difficult conversations, balancing short-term customer needs against longer-term…