Implementation Manager

Profound is the marketing platform for the AI era. As people increasingly turn to ChatGPT, Perplexity, and Gemini to decide what to buy, we give brands the intelligence to see how AI represents them and the Agents to act on it. Today, ~13% of the Fortune 500, plus companies like Ramp, Figma, Chime, Calendly, and DocuSign, use Profound to turn AI Search from a black box into a measurable growth channel. Backed by Lightspeed, Sequoia, Kleiner Perkins, and Khosla Ventures at a $1B valuation, we're a lean, fast-moving team across NYC, SF, Buenos Aires, and London, shipping at a relentless pace and defining a new category at the biggest shift in marketing in 25 years. If you want to do the best work of your career at the frontier of AI, come build it with us. As Implementation Manager, you will own onboarding and enablement for our Scaled and Mid-Market customers, ensuring stakeholders are set up for success from day one. You will run onboarding at scale through recurring sessions, build the systems that make this motion repeatable, and ensure customers realize value quickly. You will work closely with Customer Success, Sales, Product, Engineering, and Data to create a best-in-class onboarding experience. This is a build role. You are not stepping into a finished system. You are defining how onboarding works at scale. WHAT YOU’LL DO - Design scaled onboarding curriculum that serves as the primary implementation motion for Scaled and Mid-Market customers - Run 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 - Ensure accounts are properly set up post-sale and verify configuration end to end - Track participation, success metrics, and operational efficiency, identifying patterns across the customer base - 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 - As the program matures, opportunities to recruit, onboard, and maintain a team that will own session facilitation and other onboarding workstreams WHO YOU ARE - 3 or more years of experience in customer success, onboarding, implementation, or customer education - You might be an implementation manager or consultant who has spent time getting customers live on a platform and understands the gap between “sold” and “successful” - You might be a customer education specialist who has run webinars, written help docs, and built training programs at a software company, and knows how to teach customers at scale - You might be a program manager who moved into customer-facing work and enjoys building repeatable systems where the impact is most visible - You might be an onboarding lead at a high-growth startup who has already built something like this once and wants to do it again - Strong facilitator, comfortable leading group sessions, webinars, and office hours - Organized program owner who can build a repeatable system from scratch and keep it running - Process-oriented and data-aware, tracking what works and improving what does not - Comfortable operating in ambiguity and building systems 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. For this role, the expected base salary range is $85,000 to $160,000 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 skil