Implementation Manager facilitating customer implementations on AI - powered reputation management platform. Managing project delivery and customer success through effective communication and best practices.
About the role
- Implementation Specialist managing SaaS implementations and customer success strategies at Userpilot. Leading customer onboarding and providing technical and consultative support for optimal user engagement.
Responsibilities
- Lead customer implementations from kickoff through go-live, ensuring Userpilot is configured in a way that supports each customer’s product structure, data model, and long-term goals.
- Develop clear implementation plans aligned to customer objectives (activation, adoption, expansion, retention), not just feature setup.
- Advise customers on best practices around event tracking, user/company identification, segmentation, and in-app experiences.
- Help customers translate business goals into actionable Userpilot use cases and measurable outcomes.
- Serve as the primary point of contact during implementation, confidently answering product, technical, and strategic questions.
- Troubleshoot implementation challenges related to tracking, SDK behavior, data structure, or configuration, and escalate complex issues to Support or Engineering when needed.
- Partner with Sales on technical discovery and proof-of-concept calls for more complex prospects.
- Educate customers on how to use Userpilot effectively, focusing on how and why, not just where to click.
- Enable customers to be self-sufficient by teaching best practices rather than building everything for them.
- Share customer insights, friction points, and feedback with Product and Engineering to help shape roadmap decisions.
- Document implementation patterns, edge cases, and best practices to improve consistency and scalability.
- Take ownership of internal projects that improve onboarding quality, efficiency, or customer outcomes as we scale.
Requirements
- Experience in SaaS implementation, onboarding, solutions consulting, or a similar customer-facing role.
- Strong problem-solving skills and comfort working through ambiguity and edge cases.
- Ability to manage multiple implementations simultaneously while maintaining a high bar for quality.
- Excellent communication skills — you can explain complex concepts clearly to both technical and non-technical audiences.
- Technical aptitude and curiosity (you don’t need to be an engineer, but you should be comfortable discussing web dev concepts, data analytics, and product behavior).
Benefits
- N/A
Job title
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Degree requirement
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