Senior Implementation Manager

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Triple Whale 🐳

WebsiteLinkedInAll Job Openings

51 - 200 employees

🛍️ eCommerce

☁️ SaaS

🤖 Artificial Intelligence

eCommerce • SaaS • Artificial Intelligence

Triple Whale is a comprehensive data platform designed for business intelligence, analytics, and marketing efficiency. It consolidates first-party and zero-party data into a single source of truth, offering brands reliable insights and powerful tools for data-driven decisions. Its features include AI-powered insights with Moby, customizable dashboards, forecasting tools, and integration with various e-commerce and marketing platforms. Trusted by over 20,000 brands, Triple Whale facilitates strategic growth, operational efficiency, and enhanced customer engagement through advanced data analytics and automation solutions.

📋 Description

• 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. • 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. • 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.

🎯 Requirements

• 5+ years of experience in SaaS implementations, onboarding, professional services, customer success, or a related customer-facing function. • 2+ years of experience leading, coaching, and developing high-performing teams. • Experience leading Implementation, Professional Services, Onboarding, or Customer Success teams in a high-growth SaaS environment. • Strong project management skills with experience overseeing multiple complex customer implementations simultaneously. • Proven ability to build relationships and influence stakeholders internally and externally. • Excellent written and verbal communication skills, with the ability to simplify complex concepts for diverse audiences. • Strong understanding of digital marketing, analytics platforms, data integrations, and customer onboarding best practices. • Experience supporting eCommerce, MarTech, analytics, or other data-driven technology platforms. • Strong understanding of customer onboarding methodologies, change management, and value realization strategies. • Highly organized and detail-oriented, with the ability to prioritize effectively in a fast-paced environment. • Analytical mindset with the ability to leverage data to drive decisions and improve team performance. • A proactive, solution-oriented approach with the ability to balance strategic thinking and hands-on execution.

🏖️ Benefits

• Health insurance • 401(k) matching • Paid time off • Remote work options