Implementation Manager, Enterprise

We’re looking for an Implementation Manager, Enterprise to lead the onboarding journey for Triple Whale’s largest and most complex customers. The role is equal parts consultative and coordinative. You’ll sit with sophisticated marketing and analytics teams to understand what they are actually trying to accomplish, then drive the people, sequencing, and detail that turn it into a live, adopted account — from contract signature through full go-live.

It is also hands-on and technical. Enterprise launches involve multiple stakeholders, custom data requirements, and real integration work — you’ll configure and validate the measurement foundation, and be accountable for the accuracy of what the customer sees on day one. You’ll also be among the first people to onboard customers onto Moby, our AI agent, teaching teams to run AI-led workflows and automations rather than just read dashboards.

You’ll set the standard of what good looks like for Enterprise onboarding works here — and mentor others on the team as we scale it.

This role is fully remote with no travel required, and must be based in the Pacific Time zone.

What You’ll Do

• Lead consultative discovery with new Enterprise customers — clarify business objectives, surface constraints, and translate desired outcomes into the success criteria you drive toward during onboarding.
• Own end-to-end delivery for a portfolio of Enterprise implementations, from kickoff through go-live and into the handoff to Customer Success — adapting how you run each onboarding to the customer’s goals, stakeholders, and technical reality while holding the timeline.
• Configure and validate the technical foundation of each launch — tracking and pixel implementation, platform integrations (Shopify, Meta, Google, Klaviyo, Amazon, and more), and data source connections.
• Advise on customer tech stacks and recommend integration best practices, with enough API and webhook fluency to know what is possible — and to pull in Solutions Architecture early when a launch genuinely needs custom work.
• Validate attribution and data accuracy before go-live — and when something looks wrong, describe it precisely enough that Support and Product can act on it, and clearly enough that the customer knows what it means for them.
• Onboard customers onto Moby, Triple Whale’s AI agent, so teams leave onboarding running AI-led workflows and automations that make the rest of their stack smarter.
• Lead training and enablement sessions that drive real adoption, pitched to both executive and practitioner audiences.
• Own the handoff to Customer Success: document what was configured, what the customer is measuring, what adoption looks like at go-live, and what remains open, so the CSM starts from a real baseline rather than a blank page.
• Influence the stakeholders you do not manage — build the internal champion, get the right people to show up, and move a stalled customer team without formal authority.
• Apply structured risk management across your book — identify exposure early, mitigate it deliberately, and escalate with a recommendation rather than a problem.
• Monitor implementation health across your entire portfolio, not just the launch in front of you.
• Keep project tooling, documentation, and account records current without being reminded.
• Partner proactively with Customer Success, Product, Support, and Solutions to resolve issues and unblock customers.
• Mentor newer members of the Implementation team and contribute to the standards, templates, and playbooks the whole team runs on.

What You’ll Bring

• 3–5+ years in implementation, onboarding, solutions consulting, or technical account management at a SaaS company, ideally with complex or enterprise customers.
• A consultative instinct — you ask about the business problem before reaching for the configuration screen.
• Strong project management skills — you plan the work, sequence dependencies, hold other people to dates you do not control, and deliver large multi-stakeholder projects on time without close supervision.
• Enough technical fluency to be credible: you understand tracking and pixel implementation, integrations, APIs and webhooks well enough to explain what is happening, what it means for the customer, and what has to happen next — without needing someone to translate it for you.
• Working knowledge of the martech and ecommerce stack — Shopify, Meta and Google Ads, email and SMS platforms — and how attribution actually behaves across them.
• The ability to balance technical depth with clarity: you can go deep with an engineer, then explain the same thing to a CMO without losing either of them.
• Proven ability to influence stakeholders you have no authority over — you can run the room, push back on a plan that will not work, and keep an executive sponsor engaged.
• Disciplined risk management: you spot exposure early and act on it rather than reporting it.
• Curiosity about AI and a willingness to teach customers a new way of working, not just a new piece of software.
• Knowledge of retail and eCommerce business needs, processes, and best practices.
• An interest in mentoring and raising the bar for the team, not just running your own book.

Bonus Points For

• Previous experience in SaaS, MarTech, analytics, or eCommerce platforms.
• Background in customer success, account management, or professional services.