Triple Whale - Senior Manager of Implementation
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. • Our Values • Our Values • We Are Customer Obsessed: From our mission to every detailed project, everything we do is designed to create a positive impact for our customers. • We Are Customer Obsessed • We Move (Very!) Quickly: The speed at which we work, iterate, and deliver value is our most competitive advantage. • We Move (Very!) Quickly • We Are Trustworthy: Candor, directness, and honest communication helps us learn, grow and improve so we can win together. • We Are Trustworthy • We Are Curious: We extend beyond our comfort zone and ask questions that guide us towards new, creative, and bold paths. • We Are Curious • We Act Like A Mensch: We act with honor, integrity and empathy, and have deep respect for our customers and each other. • We Act Like A Mensch
Responsibilities
• 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. • Lead the team and set the culture. • 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. • Set and execute the strategy. • 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. • Run goal-based onboarding that drives retention-grade adoption. • 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. • Build the AI-first, self-serve onboarding experience. • 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. • Run operations against real metrics. • 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. • Own the handoff to CS. • 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. • Run the cross-functional partnerships. • 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. • Act as the senior escalation point
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