Manager, Implementation

About the role

As a Manager of Implementation, you'll own onboarding and enablement for our Scaled and Mid-Market customers, ensuring stakeholders are set up for success from day one, while building and leading the team that delivers it. You'll set the strategy for how onboarding runs at scale, build the systems and curriculum that make the motion repeatable, and grow a team of Implementation Specialists to own execution as the program matures. Partnering closely with Customer Success, Sales, Product, Engineering, and Data, you'll create a best-in-class onboarding experience. This is a build role. You are not stepping into a finished system or an existing team—you are defining how onboarding works at scale and hiring the people who will run it alongside you.

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

Requirements

• 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

Location

This is an on-site role based in our Union Square, NYC office, designed for builders who thrive on speed, iteration, and meaningful impact.

Pay

The expected base salary range is $150,000 to $200,000 before variable compensation. Profound's total compensation package is designed to be competitive and includes base salary, variable compensation, equity, and a full range of benefits and perks. Final compensation will depend on factors such as your skills, experience, qualifications, and location, and will be determined during the interview process.