Onboarding & Implementation Manager

Onboarding & Implementation Manager Location: NYC Type: Full-Time About the Role _*]:min-w-0 gap-3"> Most onboarding roles are about process. This one is about obsession. _*]:min-w-0 gap-3"> The Onboarding & Implementation Manager sits on our Advanced Builder Team (ABT) and exists for one reason: customers go live fast, adopt deeply, and never look back. You are personally offended when a customer is slow to activate. You lose sleep over accounts that aren't using the product to its full potential. You don't wait to be asked - you see the gap and close it. _*]:min-w-0 gap-3"> This is not a hand-holding role. You will work with brands like the NBA, NFL, NHL, AB InBev, Kraft Heinz, Delta, and more to build real-world consumer experiences on Flowcode 2. Your fingerprints will be on every launch and you'll see it come to life. Your standard is: if a customer isn't live, activated, and expanding - something went wrong, and you're going to fix it. What You’ll Own Hub Adoption Drive 100% Hub adoption across all of our top customers Hunt down every account not using Hubs and build activation plans to migrate them Partner with CS and Sales to position Hubs as the default operating model Build and Design Hubs from end-to-end, or leverage design team if more efficient Cut time-to-live in half, then cut it again Flowcode 2 Onboarding & Demo Excellence Lead onboarding and training for new teams onto Flowcode 2 Build a demo that makes the step-change improvement undeniable Ensure customers understand not just how to use the platform, but why it’s materially better Push customers past surface usage into the features that actually move their metrics Engagement & Health Monitoring Maintain visibility into customer engagement metrics Identify under-adoption early and intervene quickly Drive adoption of key features tied to performance (analytics, integrations, automation) Work with CS to turn low-engagement accounts into expansion-ready accounts Product Marketing & Scale Enablement Partner with Product Marketing to build scalable onboarding and adoption assets Codify best practices into templates, guides, and repeatable workflows Identify patterns in friction and feed them back into Product Help move onboarding from manual → automated wherever possible How You’ll Operate You believe onboarding should feel instant You reduce complexity, not add to it You escalate when something that should “just work” doesn’t You’re comfortable pushing customers (and internal teams) toward better standards You think in terms of speed, leverage, and systems - not just task completion Requirements 1-2+ years in implementation, onboarding, or customer activation in a high-growth SaaS environment Experience working with enterprise, marketing, or sports/entertainment clients preferred Strong operational rigor - you know how to move multiple accounts forward simultaneously Data-oriented mindset; comfortable tracking usage, engagement, and activation metrics Excellent communicator with the ability to lead training sessions and executive-facing walkthroughs Proven ability to work cross-functionally with Product, CS, Sales, and Marketing Bias toward action, clarity, and raising the bar Compensation Base: $65k