Implementation Manager, Mid-Market

We’re looking for an Implementation Manager, Mid-Market to lead the onboarding journey for new Triple Whale customers. The role is equal parts consultative and coordinative. You’ll quickly understand what each customer is actually trying to accomplish, then drive the people, sequencing, and detail that get them there — owning their launch from contract signature through full go-live.

It is hands-on, technical, and has genuine volume behind it. You’ll run a full slate of implementations at once, which means getting very good at making a repeatable process work without any single customer feeling like they are on a conveyor belt. You’ll configure and validate the measurement foundation, be accountable for the accuracy of what the customer sees on day one, and 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 help set the standard of what good looks like for Mid-market onboarding.

What You’ll Do

• Lead consultative discovery with new 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 high-volume book of Mid-Market implementations, from kickoff through go-live and into the handoff to Customer Success — adapting how you run each onboarding to the customer’s goals and setup while protecting speed to value.
• Configure 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.
• Run training and enablement — one-to-one where it matters, one-to-many where it scales — to drive adoption and confidence in the platform.
• 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 a large book — identify exposure early, mitigate it deliberately, and escalate with a recommendation rather than a problem.
• Monitor implementation health across your entire portfolio, balancing speed to value against quality and protecting both.
• Keep project tooling, documentation, and account records current without being reminded.
• Partner proactively with Customer Success, Product, Support, and Marketing to resolve issues and streamline the path to launch.
• Spot the patterns across your book and turn them into better onboarding standards — kickoff structure, handoff criteria, templates, and what “done” actually means.

What You’ll Bring

• 2–4+ years in implementation, onboarding, technical account management, or customer success at a SaaS company.
• 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, and deliver a high volume of concurrent projects on time, without dropping details and 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 analyst, then explain the same thing to a founder without losing either of them.
• Proven ability to influence stakeholders you have no authority over — you can hold a customer team to their commitments and re-engage one that has gone quiet.
• Comfort working from a repeatable playbook, and the judgment to know when a customer needs something off-script.
• 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 improving how the team works, 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.