Implementation Manager - Advanced Builder Team (ABT)

Location: NYC
Type: Full-Time

This is not a traditional onboarding role.

The Implementation Manager (ABT) is responsible for driving real adoption across our portfolio, specifically ensuring every customer is live on Hubs, fully activated on Flowcode 2, and using the features required to drive measurable engagement. Our first priority is to increase adoption fast within the Sports Pod, working with brands like NBA, NFL, NHL, MLS, Premier League, PGA, and more.

You will operate at the intersection of onboarding, product adoption, customer health, and scale. The mandate is simple: basics should just work. Customers should go live fast, adopt deeply, and expand usage without friction.

If something feels manual, slow, or “2023,” you fix it.

• Drive 100% Hub adoption across all sports customers (and expand to other verticals afterwards)
• Identify accounts not using Hubs and build activation plans to migrate them
• Partner with CS and Sales to position Hubs as the default operating model
• Build and Design Hubs from end-to-end, or leverage design team if more efficient
• Reduce time-to-live and eliminate friction in launch

• Lead onboarding and training for new sports teams onto Flowcode 2
• Build and continuously refine a world-class demo that clearly shows step-change improvement
• Ensure customers understand not just how to use the platform, but why it’s materially better
• Push customers toward feature depth, not surface usage

• Maintain visibility into customer engagement metrics
• Identify under-adoption early and intervene quickly
• Drive adoption of key features tied to performance (analytics, integrations, automation)
• Work with CS to turn low-engagement accounts into expansion-ready accounts

• Partner with Product Marketing to build scalable onboarding and adoption assets
• Codify best practices into templates, guides, and repeatable workflows
• Identify patterns in friction and feed them back into Product
• Help move onboarding from manual → automated wherever possible

• You believe onboarding should feel instant.
• You reduce complexity, not add to it.
• You escalate when something that should “just work” doesn’t.
• You’re comfortable pushing customers (and internal teams) toward better standards.
• You think in terms of speed, leverage, and systems - not just task completion.

• 3-5+ years in implementation, onboarding, or customer activation in a high-growth SaaS environment
• Experience working with enterprise or sports/entertainment clients preferred
• Strong operational rigor - you know how to move multiple accounts forward simultaneously
• Data-oriented mindset; comfortable tracking usage, engagement, and activation metrics
• Excellent communicator with the ability to lead training sessions and executive-facing walkthroughs
• Proven ability to work cross-functionally with Product, CS, Sales, and Marketing
• Bias toward action, clarity, and raising the bar