Onboarding & Implementation Manager

Location: NYC
Type: Full-Time

About the Role

Most onboarding roles are about process. This one is about obsession.

The Onboarding & Implementation Manager sits on our Advanced Builder Team (ABT) and exists for one reason: customers go live fast, adopt deeply, and never look back. You are personally offended when a customer is slow to activate. You lose sleep over accounts that aren't using the product to its full potential. You don't wait to be asked - you see the gap and close it.

This is not a hand-holding role. You will work with brands like the NBA, NFL, NHL, AB InBev, Kraft Heinz, Delta, and more to build real-world consumer experiences on Flowcode 2. Your fingerprints will be on every launch and you'll see it come to life. Your standard is: if a customer isn't live, activated, and expanding - something went wrong, and you're going to fix it.

What You’ll Own

Hub Adoption

Drive 100% Hub adoption across all of our top customers
Hunt down every account not using Hubs and build activation plans to migrate them
Partner with CS and Sales to position Hubs as the default operating model
Build and Design Hubs from end-to-end, or leverage design team if more efficient
Cut time-to-live in half, then cut it again

Flowcode 2 Onboarding & Demo Excellence

Lead onboarding and training for new teams onto Flowcode 2
Build a demo that makes the step-change improvement undeniable
Ensure customers understand not just how to use the platform, but why it’s materially better
Push customers past surface usage into the features that actually move their metrics

Engagement & Health Monitoring

Maintain visibility into customer engagement metrics
Identify under-adoption early and intervene quickly
Drive adoption of key features tied to performance (analytics, integrations, automation)
Work with CS to turn low-engagement accounts into expansion-ready accounts

Product Marketing & Scale Enablement

Partner with Product Marketing to build scalable onboarding and adoption assets
Codify best practices into templates, guides, and repeatable workflows
Identify patterns in friction and feed them back into Product
Help move onboarding from manual → automated wherever possible

How You’ll Operate

You believe onboarding should feel instant
You reduce complexity, not add to it
You escalate when something that should “just work” doesn’t
You’re comfortable pushing customers (and internal teams) toward better standards
You think in terms of speed, leverage, and systems - not just task completion

Requirements

1-2+ years in implementation, onboarding, or customer activation in a high-growth SaaS environment
Experience working with enterprise, marketing, or sports/entertainment clients preferred
Strong operational rigor - you know how to move multiple accounts forward simultaneously
Data-oriented mindset; comfortable tracking usage, engagement, and activation metrics
Excellent communicator with the ability to lead training sessions and executive-facing walkthroughs
Proven ability to work cross-functionally with Product, CS, Sales, and Marketing
Bias toward action, clarity, and raising the bar

Compensation

Base: $65k

About the Role

Most onboarding roles are about process. This one is about obsession.

What You’ll Own

Hub Adoption

Drive 100% Hub adoption across all of our top customers

Hunt down every account not using Hubs and build activation plans to migrate them

Partner with CS and Sales to position Hubs as the default operating model

Build and Design Hubs from end-to-end, or leverage design team if more efficient

Cut time-to-live in half, then cut it again

Flowcode 2 Onboarding & Demo Excellence

Lead onboarding and training for new teams onto Flowcode 2

Build a demo that makes the step-change improvement undeniable

Ensure customers understand not just how to use the platform, but why it’s materially better

Push customers past surface usage into the features that actually move their metrics

Engagement & Health Monitoring

Maintain visibility into customer engagement metrics

Identify under-adoption early and intervene quickly

Drive adoption of key features tied to performance (analytics, integrations, automation)

Work with CS to turn low-engagement accounts into expansion-ready accounts

Product Marketing & Scale Enablement

Partner with Product Marketing to build scalable onboarding and adoption assets

Codify best practices into templates, guides, and repeatable workflows

Identify patterns in friction and feed them back into Product

Help move onboarding from manual → automated wherever possible

How You’ll Operate

You believe onboarding should feel instant

You reduce complexity, not add to it

You escalate when something that should “just work” doesn’t

You’re comfortable pushing customers (and internal teams) toward better standards

You think in terms of speed, leverage, and systems - not just task completion

Requirements

1-2+ years in implementation, onboarding, or customer activation in a high-growth SaaS environment

Experience working with enterprise, marketing, or sports/entertainment clients preferred

Strong operational rigor - you know how to move multiple accounts forward simultaneously

Data-oriented mindset; comfortable tracking usage, engagement, and activation metrics

Excellent communicator with the ability to lead training sessions and executive-facing walkthroughs

Proven ability to work cross-functionally with Product, CS, Sales, and Marketing

Bias toward action, clarity, and raising the bar