Implementation Lead

Accountabilities:: Own customer implementations: Manage each new customer from sales handoff through go-live, ensuring a smooth transition from signed agreement to first results. Lead customer relationships: Engage key stakeholders early, from founders and retention teams to agencies, and maintain alignment throughout implementation. Manage technical setup: Configure integrations such as Shopify and Klaviyo, validate data quality, and ensure customers can confidently use the resulting insights. Develop customer use cases: Understand why each customer signed up and build practical workflows and use cases aligned with their specific goals. Handle escalations: Own onboarding-related issues and collaborate with Sales and Engineering when additional support or technical resolution is required. Ensure effective handoffs: Transition successfully onboarded accounts to Customer Success Managers with clear context, documentation, and next steps. Build scalable processes: Turn implementation learnings into repeatable onboarding playbooks, systems, and tools for mid-market and enterprise customers. Share knowledge: Help train future team members on established playbooks while continuously developing expertise in the product, customer needs, and industry trends. Requirements Customer implementation experience: 3+ years in a customer-facing role with direct experience onboarding clients and managing multiple stakeholders. Account management experience: Experience managing a larger book of mid-market accounts alongside hands-on onboarding responsibilities. Klaviyo expertise: Hands-on experience building Klaviyo flows and segments for a brand, with the ability to explain changes in segment performance. AI fluency: Genuine interest in AI and experience using tools such as Claude or ChatGPT regularly, including building practical solutions or workflows with them. Documentation skills: Experience creating onboarding documentation and playbooks that teams have actively used. Technical and data curiosity: Comfortable with integrations, data validation, workflows, and understanding how systems connect to customer outcomes. Communication and consulting: Strong communication skills, a consultative mindset, and the ability to guide customers and internal stakeholders toward practical solutions. Growth-stage experience: Experience working in a high-growth or early-stage environment is preferred. Benefits Compensation: $115K–$125K base compensation. Equity: Equity participation is offered. Remote work: Fully remote position open to candidates anywhere in the United States. Autonomy: Remote-first culture with flexibility and ownership over how you manage your work. Impact: Opportunity to shape implementation processes and directly influence customer outcomes and business growth. Growth: Exposure to a rapidly growing environment with opportunities for learning and advancement. Team: Work closely with the founding team and contribute to building scalable customer processes. AI-native environment: Opportunity to apply AI tools, workflows, and automation to real customer implementation challenges.