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Manager, Implementation

Profound· Customer Success
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New York, New York, San Francisco, California$150k - $200kFull-timePosted 6mo ago

About the role

Lead onboarding and enablement for Scaled and Mid-Market customers, design scalable onboarding programs, build and manage a team of Implementation Specialists, and partner cross-functionally to deliver a best-in-class onboarding experience.

Responsibilities

  • Design scaled onboarding curriculum that serves as the primary implementation motion for Scaled and Mid-Market customers
  • Run and, as the team grows, delegate weekly onboarding sessions covering platform setup, prompt creation, report interpretation, and Q&A
  • Build the enablement infrastructure including session templates, help content, and follow-up sequences to make onboarding scalable without sacrificing quality
  • Recruit, hire, and onboard a team of Implementation Specialists as the program matures, establishing structured training and clear ownership of session facilitation and other onboarding workstreams
  • Coach and develop your team, setting clear expectations and holding the group accountable to onboarding quality and time-to-value targets
  • Ensure accounts are properly set up post-sale and verify configuration end to end
  • Track participation, success metrics, and operational efficiency across your team and the customer base, identifying patterns and areas to improve
  • Surface product gaps, onboarding friction, and recurring issues to Customer Success and Product teams
  • Serve as the internal expert on how customers actually use Profound and translate that into stronger programs, content, and strategy

Qualifications

  • 5+ years of experience in customer success, onboarding, implementation, or customer education, including some experience directly managing or mentoring others
  • Understand the gap between "sold" and "successful," and is ready to build and lead a team around that motion
  • Build playbooks, systems and training programs to educate customers at scale
  • Process-oriented and data-aware, tracking what works and improving what does not
  • Comfortable operating in ambiguity and building systems and teams rather than inheriting them
  • Power user of AI tools who uses them to transform workflows, increase leverage, and drive meaningful efficiency gains

Skills

Required:Onboarding designTeam leadershipProgram managementData-driven optimization

Benefits

  • Competitive total compensation with base salary, variable compensation, equity, and a full range of benefits and perks
Last updated Sep 16, 2026. Interested? Apply on the company site.
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About Profound

Optimize Your Brand's Visibility in AI Search

Profound helps brands gain visibility in AI-generated answers, optimize their presence in LLM-based answer engines, and stay competitive in the zero-click world.

AI VisibilityAnswer Engine OptimizationGenerative SEOAI Search OptimizationLLM optimization
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