Implementation Manager (Onboarding & Delivery)

ABOUT GLIMPSE Glimpse is the leading AI platform for CPG brands — automating critical back-office workflows like deductions management, revenue recovery, and cash application. Since launching in April 2024, we've grown from 0 to 200+ customers, raised $52M from investors including a16z, 8VC and Y Combinator. Our AI agents retrieve deduction data, validate charges, automate cash application, and dispute invalid claims — work that would take a full-time employee years to complete. For a $1B CPG brand, a single Glimpse agent reviewed 17,000 deductions in under 24 hours, identifying over $10M in recoverable revenue. We're building the next-generation suite of services for consumer brands and are looking for exceptional people to help us scale. ABOUT THE ROLE We’re hiring an Implementation Manager to guide customers through onboarding and ensure they reach initial value lightning fast. You’ll be the customer-facing owner of onboarding for customers ranging from SMB to Enterprise, partnering closely with the CS, ops, and product teams to design onboarding plans, unblock dependencies, and keep every implementation moving. This role is ideal for someone with a consulting/services/ops foundation who’s comfortable with technical conversations, being customer-facing, and thrives in a fast-moving software startup environment. WHAT YOU’LL DO - Lead customer onboarding end-to-end: run kickoff, discovery, success criteria, milestones, and go-live planning to drive time-to-first-value. - Be the customer’s point person: build trust with stakeholders, run status calls, set expectations, and communicate clearly when tradeoffs arise. - Unblock anything needed for initial value: identify blockers early, troubleshoot issues, and drive resolution across teams. - Translate needs into requirements: distill complex customer workflows into clear, actionable requirements for technical and non-technical partners. - Operate as the implementation project manager: manage timelines, risks, dependencies, and stakeholder alignment across multiple concurrent accounts. - Think technically + operationally: understand data flows/integrations/workflows enough to diagnose issues, coordinate fixes, and prevent repeat problems. - Drive continuous improvement: improve templates, checklists, and playbooks; spot patterns and turn them into process and product improvements. - Partner with internal teams: align with CS, Product, Engineering, and Ops to ensure smooth delivery and clean handoff post-launch. WHAT WE’RE LOOKING FOR - 3+ years of experience in Implementation, Customer Success, Consulting, Services, Investment Banking, or Ops. - Experience in an ops/customer role at a startup (you’ve operated in ambiguity and helped build process on the go). - Track record leading complex, cross-functional projects with multiple stakeholders. CORE STRENGTHS FOR SUCCESS - Comfortable operating without structure: you can forge a path through complex problems without always having the full picture or a playbook. - Strong customer presence: you can confidently lead executive-facing conversations, build credibility fast, and handle difficult moments well. - Technical + operational thinker: you enjoy diagnosing workflow/data/integration issues and coordinating the work to fix them (no need to be an engineer). - Adaptable and improvement-oriented: lack of process doesn’t frustrate you - you create structure, iterate, and continuously raise the bar. - Ability to multitask across multiple accounts while knowing when to dive deep to unblock a critical issue. - Exceptional written and verbal communication; crisp updates, clear next steps, and strong follow-through. - Detail-oriented, organized, and accountable - you close loops. - Technical-leaning: comfortable talking about integrations, data formats, and other technical conversations. IDEAL BACKGROUNDS (EXAMPLES, NOT REQUIREMENTS) - Consulting: client-facing problem solver who can structure ambiguity and drive outcomes. - Services: delive