Senior Manager of Implementation

What Do We Do? Triple Whale is the AI operating system built for modern ecommmerce. We help you see what's actually working in your business, what's not, and what to do next. Then we take action for you — pausing the underperforming ad, generating the next batch of creative, flagging the inventory risk before it bites. We pull every signal in your business into one place, and put it on the most trusted measurement foundation in the industry. And on top of that, we give you the most actionable AI in commerce — Moby 2 — letting you tap any LLM you want, grounded in the full context of your business. Moby 2 doesn't just surface insights, it executes decisions for you, with automations that make the rest of your stack smarter. The result: more than 60,000 brands like Pressed Juicery, OUAI, and True Classic turn mountains of complex data into actions that actually grow profit, at a speed and scale that is not humanly possible. What You're Applying for At Triple Whale, we're passionate about helping our customers realize value from our platform as quickly as possible, and we're looking for a leader who shares that same passion. We're hiring a Senior Manager of Implementation to lead the team that takes customers from signed contract to a confident, adopting user who understands what Triple Whale does and why it matters to their business. This is a process-and program-oriented role. The team you run is responsible for the onboarding motion: kicking customers off against the goals they actually bought us for, driving adoption of the platform and the features that correlate with retention, and ensuring every customer leaves onboarding knowing how to operate Triple Whale on their own. You'll improve pilot conversion, lift early adoption, and build a self-serve onboarding experience in partnership with Support, Product, and Customer Success. What You’ll Do Lead the team and set the culture. Hire, coach, and develop a high-performing Implementation team and build the customer-first, outcome-obsessed, process-rigorous bar the function operates against. Set and execute the strategy. Define the implementation motion across segments and own the playbooks, staffing model, capacity planning, and global coverage (US, EMEA, APAC) that scale it without linear headcount growth. Run goal-based onboarding that drives retention-grade adoption. Tie every customer's onboarding to the goals they bought us for — attribution clarity, ad efficiency, retention lift, AI-driven workflow — and use data to ensure they leave onboarding using the features that correlate with retention and expansion. Adoption is the default outcome of being implemented, not a nice-to-have. Build the AI-first, self-serve onboarding experience. Partner with Support, Product, and Customer Success on a Moby-led onboarding layer — guided setup, in-product education, personalized walkthroughs, on-demand answers, and the documentation behind them — so every customer gets a senior implementation partner regardless of plan tier, and the team is freed to focus where humans matter. Run operations against real metrics. Pilot conversions, time-to-first-value, goal-attainment rate, feature-adoption rate, onboarding CSAT, and post-onboarding health-score trajectory — instrument them, publish them, move them. Own the handoff to CS. Define what "implementation complete" means, what the CSM inherits, and the criteria a customer has to hit before they leave your team. No more handoffs where the customer doesn't know what they bought. Run the cross-functional partnerships. Route non-standard technical work to Solutions Architecture cleanly and be the voice of the new customer to Product and Engineering, surfacing onboarding friction and feeding implementation signal into the roadmap. Act as the senior escalation point for high-risk or stalled implementations, and the person Sales, CS, and execs trust to get customers to live and adopting. What You’ll Bring 5+ years of experience in SaaS implementation