Implementation Lead

United StatesRemoteFull-timelead

OtherImplementation

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Quick Summary

Key Responsibilities

Hands-on experience building Klaviyo flows and segments for a brand, with the ability to explain changes in segment performance.

Requirements Summary

3+ years in a customer-facing role with direct experience onboarding clients and managing multiple stakeholders.

Technical Tools

OtherImplementation

As the first dedicated Implementation Lead, you will own the customer journey from signed agreement through successful go-live and first measurable results. You’ll work closely with mid-market and enterprise brands to understand their goals and translate them into effective use cases. The role combines hands-on technical implementation, customer relationship management, and process building. You’ll configure integrations, ensure data quality, coordinate stakeholders, and resolve onboarding escalations. At the same time, you’ll turn successful approaches into repeatable playbooks that can scale with the team. This is a fully remote, high-autonomy role within a fast-growing, AI-native environment.

Own customer implementations: Manage each new customer from sales handoff through go-live, ensuring a smooth transition from signed agreement to first results.
Lead customer relationships: Engage key stakeholders early, from founders and retention teams to agencies, and maintain alignment throughout implementation.
Manage technical setup: Configure integrations such as Shopify and Klaviyo, validate data quality, and ensure customers can confidently use the resulting insights.
Develop customer use cases: Understand why each customer signed up and build practical workflows and use cases aligned with their specific goals.
Handle escalations: Own onboarding-related issues and collaborate with Sales and Engineering when additional support or technical resolution is required.
Ensure effective handoffs: Transition successfully onboarded accounts to Customer Success Managers with clear context, documentation, and next steps.
Build scalable processes: Turn implementation learnings into repeatable onboarding playbooks, systems, and tools for mid-market and enterprise customers.
Share knowledge: Help train future team members on established playbooks while continuously developing expertise in the product, customer needs, and industry trends.

Requirements

~1 min read

Customer implementation experience: 3+ years in a customer-facing role with direct experience onboarding clients and managing multiple stakeholders.
Account management experience: Experience managing a larger book of mid-market accounts alongside hands-on onboarding responsibilities.
Klaviyo expertise: Hands-on experience building Klaviyo flows and segments for a brand, with the ability to explain changes in segment performance.
AI fluency: Genuine interest in AI and experience using tools such as Claude or ChatGPT regularly, including building practical solutions or workflows with them.
Documentation skills: Experience creating onboarding documentation and playbooks that teams have actively used.
Technical and data curiosity: Comfortable with integrations, data validation, workflows, and understanding how systems connect to customer outcomes.
Communication and consulting: Strong communication skills, a consultative mindset, and the ability to guide customers and internal stakeholders toward practical solutions.
Growth-stage experience: Experience working in a high-growth or early-stage environment is preferred.