Implementation Manager

About Multitude Insights

Multitude Insights builds modern tools for public safety agencies. Our flagship product, BLTN, transforms siloed law-enforcement bulletins and investigative intel into a searchable, AI-powered network that connects cities, counties, and states. Agencies use BLTN to create, share, and link critical information in real time — surfacing patterns analysts often miss and accelerating case resolution across jurisdictions. We're backed by top-tier investors and expanding nationwide, with customers from Boston to Seattle to Orange County. Our mission is simple: give law enforcement the clarity and confidence they need to protect the public. We turn information into awareness — and awareness into action.

The Role

Multitude Insights is hiring an Implementation Lead to own the onboarding and activation experience for new agency partners. This is not a pure project management role — we’re looking for someone who can both coordinate the work and help execute it. You’ll lead agencies from kickoff through go-live, helping configure our platform using tools built by our Engineering team, guiding change management, supporting training, and ensuring customers successfully adopt BLTN as part of their daily workflows. This is a foundational role on an early team. We’re looking for someone with a builder mindset who is excited to create the systems, playbooks, and implementation infrastructure that will scale with the company over time.

Responsibilities

• Lead End-to-End Implementations
  • Own the onboarding and implementation process from kickoff through go-live and stabilization.
  • Manage project timelines, milestones, stakeholder communication, and execution across internal and external teams.
  • Cookordination and drive implementation workstreams while also handling portions of the work directly.
  • Configure customer environments using internal tools and workflows developed by Engineering.
  • Ensure implementations stay on track, within scope, and deliver a strong customer experience.
• Drive Customer Adoption & Change Management
  • Conduct current state workflow assessments and technical scoping conversations to understand how agencies operate and where BLTN fits.
  • Document current state workflows and develop future state workflow maps that define how agencies will use BLTN in practice.
  • Guide customers through change management and adoption challenges.
  • Collaborate with Customer Success Managers to deliver onboarding sessions, training, and enablement for end users and administrators, with shared accountability for equipping agencies to use BLTN independently.
  • Act as a trusted partner to agency leadership, operators, and IT stakeholders throughout implementation.
• Create the Implementation Function
  • Create scalable implementation playbooks, templates, processes, and best practices.
  • Capture lessons learned and continuously improve how Multitude deploys customers.
  • Help define the systems and operational infrastructure needed to scale implementations over time.
  • Track implementation outcomes and identify ways to improve onboarding speed, adoption, and customer satisfaction.
  • Collaborate cross-functionally.
• Partner Cross-Functionally
  • Partner closely with Product, Engineering, and Customer Success to ensure successful customer launches.
  • Translate customer needs and implementation feedback into actionable internal requests.
  • Identify implementation risks early and help drive resolution across teams.
  • Provide frontline customer insight that informs product and operational improvements.

Qualifications

• 6+ years of experience in implementation, onboarding, customer operations, project management, or customer success within SaaS, gov-tech, or a similar environment.
• Experience managing complex customer implementations with multiple stakeholders.
• Demonstrated ability to manage multiple concurrent implementations or projects simultaneously without sacrificing quality or customer experience.
• Strong project management and organizational skills, with the ability to drive execution independently.
• Comfortable being hands-on — not just tracking work, but actively contributing to implementation and configuration tasks.
• Experience leading customer onboarding, training, or change management initiatives.
• Excellent communication skills and ability to build trust with customers.
• Builder mindset with comfort operating in ambiguity and creating structure from scratch.
• Ability to balance speed, organization, and customer experience in a fast-moving environment.
• Experience in gov-tech, public sector technology, or law enforcement-adjacent environments is highly preferred.
• Experience working in startup or early-stage environments is a plus.
• Comfortable working in a fully remote environment.

What Success Looks Like

• Agses launch smoothly and quickly.
• Custs adopt BLTN as part of their core workflows.
• Implementation processes become repeatable and scalable.
• Cust trust and retention strengthen over time.
• The implementation function evolves into a strategic advantage for the company.

Leadership & Competencies

• Builder’s mindset—comfortable creating structure from scratch.
• Strategic operator who moves quickly while knowing what scales.
• Proactive, data-driven, and high-ownership.
• Executive presence and ability to serve as a trusted advisor internally and externally.
• Aligned with our core values: Trust, Duty, Urgency.