Implementation Manager (Distribution)

About the Role

As an Implementation Manager at Augment, you will serve as both a leader and an individual contributor, directly owning end-to-end customer onboarding while simultaneously coaching and developing a team of Customer Success Representatives (CSRs). Your objective will be to manage workflow go-lives through meticulous project planning and technical implementation—driving adoption, improving product satisfaction, and collaborating directly with B2B distribution organizations (e.g., distributors, wholesalers, and manufacturers) to integrate AI-driven automation into their operational workflows.

What You’ll Do

• Biased for action; be proactive about scoping, executing, and coordinating all implementation activities with external and internal stakeholders with minimal oversight.
• Translate the abstract workflow vision into executable tasks and drive a vigorous execution cadence.
• Do what it takes; we meet our customers where they work. Leverage multiple tools and communication conduits to drive internal and external success for our customers.
• Manage, mentor, and develop a team of CSRs to drive customer adoption and satisfaction.
• Oversee customer go-live and hypercare processes, ensuring fast response times and effective issue resolution.
• Optimize workflows for B2B distribution teams to ensure seamless AI integration across order-to-cash, customer service, inventory/availability, fulfillment coordination, and related operational processes.
• Monitor client performance and engagement, proactively address adoption gaps, and identify opportunities to increase value realization.
• Standardize training and best practices to help CSRs enhance customer onboarding and ongoing support.
• Act as an escalation point for customer concerns, working cross-functionally with engineering and product teams to resolve challenges and unblock delivery.
• Analyze customer data and feedback to improve AI-driven automation and identify process improvement opportunities across implementation and ongoing success motions.
• Collaborate with the Customer Success Leader (CSL) to align execution strategies and ensure smooth communication across teams.

Experience

• Ability to roll up your sleeves and personally handle customer interactions—this is not just a leadership role, it's a doer role.
• Ideally located in the Chicago area, and are willing to work in a hybrid capacity.
• 5+ years of experience in B2B distribution/supply chain software implementation, client delivery, and solution architect roles.
• 3+ years of experience leading customer-facing teams, preferably with B2B SaaS or distribution-focused tech startups.
• Thrive in a high-paced environment with ambiguity.
• Strong knowledge of B2B distribution operations preferred (wholesale/distribution workflows, order management, pricing, inventory/availability, customer service, fulfillment coordination, master data, etc.).
• Strong knowledge of ERP systems and related platforms/tools (e.g., OMS, WMS, EDI/integration tooling, workflow automation).
• Experience managing large-scale customer integrations and AI-driven automation solutions.
• Background in process optimization, program management, and cross-functional leadership.

What We’re Looking For

• B2B Distribution / Supply Chain Software Implementation Experience
• B2B Distribution / Wholesale Operations Experience
• Team Leadership & Implementation Strategy
• Software Change Management Experience in B2B Distribution
• Proven technical capability on top of solid project management skills

Bonus Points For

• Experience scaling AI-driven workflows for B2B distribution teams
• Hands-on experience working with API technology, SQL, Postman, and logging/observability software like Langfuse or Kibana
• Background in both program management and customer operations

Benefits

• Competitive Salary + Stock Options
• Comprehensive Health, Vision, and Dental Benefits
• Flexible PTO
• On-site Gym

About Augment

At Augment, we set out to create a fully autonomous AI platform that streamlines operations and reclaims the human element in logistics. Our founders recognized a pattern: talented professionals were stuck handling manual data entry, phone calls, and repetitive tasks, instead of focusing on high-impact problem-solving and strategic decision-making. That insight became our mission—to free logistics professionals from busywork so they can focus on what truly drives business growth. Augment isn't just about efficiency; it's about transforming an entire industry by empowering teams with AI-driven solutions that make logistics smarter, faster, and more adaptive. Join us on this journey!