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Implementation Manager

Profound· Customer Success
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New York, New York, San Francisco, California, London, England$110k - $180kFull-timePosted 2mo ago

About the role

Implementation Manager responsible for onboarding and enablement execution for Scaled and Mid-Market customers, owning the onboarding motion at scale and partnering with cross-functional teams to ensure customers realize value quickly.

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, 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

Qualifications

  • 4 or more years of experience in customer success, onboarding, implementation, or customer education
  • Understanding the gap between sold and successful and owning the motion that closes it
  • Ability to tie implementation to product value and communicate that value to customers
  • Strong facilitation skills for group sessions, webinars, and office hours
  • Organized program owner who can build a repeatable system from scratch and maintain performance across a broad portfolio
  • Skilled at handling difficult conversations while maintaining customer trust
  • Process-oriented and data-aware, capable of measuring and improving effectiveness
  • Comfort with ambiguity and building systems rather than inheriting them
  • Power user of AI tools to transform workflows and drive efficiency
  • AI search experience is a plus

Skills

Required:Onboarding and enablementFacilitationProgram design and scalability

Benefits

  • Full range of benefits and perks (details provided during interview)
Last updated Sep 23, 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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