Implementation Manager

Summary

AlphaSense provides AI-powered market intelligence and search for enterprise customers. The Implementation Manager will own onboarding and rollout programs for large enterprise clients, coordinating cross-functional resources from pre-sale handoff through the first 90 days. The role will track adoption data, identify bottlenecks, and develop scalable onboarding processes and documentation.

Responsibilities

• Own the onboarding and rollout program for large enterprise clients, including the project plan, critical milestones, and risk mitigation, from the pre-sale handoff through the first 90 days
• Serve as one of the main points of contact for the rollout, leading regular status meetings and aligning resources across Sales, Marketing, Product, and Customer Success
• Track signals such as time to first login, percentage of users reaching first login, retention on platform, and frequency of use, then act on them alongside the account team
• Partner with Sales before close to shape the rollout plan, then hand each account to Account Managers and Customer Success Managers with a maintenance plan after roughly 90 days
• Analyze adoption trends and potential bottlenecks and translate the data into clear, actionable insights for internal teams and client stakeholders
• Identify areas for improvement in our onboarding approach, document best practices and standardized playbooks, and build scalable processes for a smoother, faster onboarding experience across future clients
• Develop an understanding of the product, the customer persona, the reason for investment, and how this maps back to the customer lifecycle

Skills

• 4+ years in a client-facing onboarding, customer success, or program management role in a B2B SaaS environment
• Relevant backgrounds include Onboarding Manager, Enterprise or Scaled Customer Success Manager, and Professional Services or Implementation roles where the focus was rollout and adoption
• Experience with change management practices that help client organizations adopt a new tool after purchase
• Familiarity with project management tools (Linear, Jira, Asana, Rocketlane) and CRM software (Salesforce) for tracking rollouts and client information is a must
• Ability to work with adoption data, read signals such as time to first login and platform utilization, understand key trends, and develop both internal and external reports
• Must be proficient in Microsoft Excel or Google Sheets (pivot tables, complex formulas, data validation)
• Interest in identifying operational inefficiencies and driving organizational change through scalable processes and documentation
• Strong communication skills to work with senior client stakeholders such as managing directors and partners, ensuring internal teams are aligned and projects are on track
• US Remote (East coast ***strongly*** preferred)

Qualifications

Must Haves

• 4+ years in a client-facing onboarding, customer success, or program management role in a B2B SaaS environment
• Relevant backgrounds include Onboarding Manager, Enterprise or Scaled Customer Success Manager, and Professional Services or Implementation roles where the focus was rollout and adoption
• Experience with change management practices that help client organizations adopt a new tool after purchase
• Familiarity with project management tools (Linear, Jira, Asana, Rocketlane) and CRM software (Salesforce) for tracking rollouts and client information is a must
• Ability to work with adoption data, read signals such as time to first login and platform utilization, understand key trends, and develop both internal and external reports
• Must be proficient in Microsoft Excel or Google Sheets (pivot tables, complex formulas, data validation)
• Interest in identifying operational inefficiencies and driving organizational change through scalable processes and documentation
• Strong communication skills to work with senior client stakeholders such as managing directors and partners, ensuring internal teams are aligned and projects are on track

Nice to Haves

• US Remote (East coast ***strongly*** preferred)

Benefits

• Performance-based bonus
• Equity
• A generous benefits program