Onboarding & Implementation Manager

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.

Responsibilities

• 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

Benefits

Additional Information

Onboarding & Implementation Manager Location: NYC Type: Full-Time

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