Implementation Manager

Manifold is the AI platform for life sciences, accelerating life-changing medicines to patients. Our products speed up workflows in areas from target identification and clinical development to market access and precision medicine in the clinic, while maintaining the governance life sciences requires. Global companies and premier research institutions use Manifold to operate faster and more effectively. Backed by leading investors including Reach Capital, TQ Ventures, Calibrate Ventures, SilverArc Capital, and Industry Ventures, Manifold serves tens of thousands of users across hundreds of organizations globally.

We're looking for an Implementation Manager who is customer-obsessed, outcomes-focused, and excited to be on the front line of delivering an AI-native platform. As part of Manifold's Professional Services team, you'll own the customer relationship from implementation through long-term value realization, partnering closely with customers and our Forward Deployed Engineering team to get there.

The ideal candidate builds consultative partnerships, designs solutions around the workflows that matter most to customers, operates with precision, and thrives as a cross-functional partner in a fast-moving environment. This is a high-agency, high-impact position for someone who moves fast, builds AI into how they work, and cares deeply about the outcomes on the other side of every customer interaction.

• →Own the customer relationship end-to-end, inclusive of aligning on business priorities, outcomes, and execution plans while building trust with key stakeholders.
• →Lead implementations on Manifold's Agent OS platform: validate use cases, capture technical and workflow requirements, and translate them into actionable project plans, milestones, and timelines.
• →Partner closely with Forward Deployed Engineers to design bespoke, AI-native solutions that drive measurable customer value.
• →Own key customer metrics including adoption, satisfaction, and account health; surface risks and mitigation plans to internal and customer stakeholders.
• →Provide end-user training and ongoing enablement; build scalable onboarding resources that reduce time-to-value across the customer base.
• →Deliver project status reports and quarterly account reviews focused on implementation progress, adoption metrics, and risks.
• →Collaborate cross-functionally with sales, pre-sales, support, and engineering to maintain alignment on customer expectations, scope, and timelines.
• →Act as the customer's voice inside Manifold, routing feedback to product and engineering to inform solutions and roadmap decisions.
• →Partner with Professional Services leadership to build repeatable playbooks that standardize delivery and improve the customer experience.
• →Actively leverage AI to enhance your own workflows and bring a continuous improvement mindset to every process.

• 4+ years in customer success, implementation, or professional services at a SaaS or AI-native company. High-growth, early-stage experience is a strong plus.
• Customer obsession. You love working with customers, understanding what they're trying to accomplish, and taking ownership of their experience from kickoff through long-term value realization.
• Strong communicator. You're clear, organized, and credible with customers and internal teams alike. You can translate complex workflows into actionable plans and distill project complexity into crisp stakeholder updates.
• Project discipline. You manage multiple implementations simultaneously without dropping the ball by building plans, tracking milestones, and holding yourself and others accountable to timelines.
• Collaborative mindset. You work well as part of a team and build trust across functions including sales, engineering, support, and product.
• You don't use AI occasionally, you've built it into how you work. You're curious about new tools, resourceful in applying them, and have concrete examples of how AI changed your output. You're energized by opportunities to operationalize agents in new workflows.
• You identify what needs to happen and make it happen. You've fixed broken processes you didn't own, and you measure your work by what changed.
• You've done your homework on what it means to accelerate life sciences research and you can articulate why that mission matters to you.
• You move fast, make sound calls with the information available, and reset quickly when things don't go as planned.

You'll help shape how we deploy agentic AI in support, work with customers doing breakthrough science, and grow fast in a company that takes talent seriously. We're a hybrid team based in Cambridge, MA, so if you do your best work alongside people in person on a regular cadence, you'll fit right in.

• Please note: Final offer amounts are determined by multiple factors, including prior experience and expertise, and may vary from the amount above. This range does not represent additional compensation benefits (such as equity, 401K match or medical, dental or vision insurance).