Implementation Lead

Summary

OuterSignal is building a customer intelligence platform for commerce that enriches orders with professional and personal signals to help brands better understand and engage their customers. The Implementation Lead will own customer relationships from signed agreement through first results, manage technical setups and onboarding escalations, develop customer use cases, and create scalable onboarding playbooks for mid-market and enterprise accounts.

Responsibilities

• Own each new brand from signed contract to live, starting from the sales handoff
• Own escalations during onboarding, partner with Sales and Engineering as needed
• Get the right people on the brand's side involved early, from founders to their retention team or agency, and keep them engaged through go-live
• Run the technical setup: Shopify, Klaviyo, etc., and make sure the data is right before the customer sees it
• Build use cases that match the reason each customer signed up
• Transition accounts to its CSM with a clear handoff
• Turn what works into playbooks for mid-market and enterprise onboarding, and share your learnings across the team
• As the team grows, help train them on the playbooks you wrote
• You don’t just fix things once. You build the systems and tools that help us scale
• Become the expert on our product and industry trends

Skills

• Have 3+ years in a customer-facing role with direct experience onboarding clients
• Genuine passion for AI and working at an AI-native company
• Have run onboardings with several stakeholders, and have also carried a larger book of mid-market accounts
• Have built Klaviyo flows and segments for a brand yourself, and can explain why a segment is growing or shrinking
• Use Claude or ChatGPT every day and have built something with it
• Have written onboarding docs a team actually used
• Consultative mindset, strong communicator, and data-curious
• Experience in a high-growth, early-stage environment preferred

Qualifications

Must Haves

• Have 3+ years in a customer-facing role with direct experience onboarding clients
• Genuine passion for AI and working at an AI-native company
• Have run onboardings with several stakeholders, and have also carried a larger book of mid-market accounts
• Have built Klaviyo flows and segments for a brand yourself, and can explain why a segment is growing or shrinking
• Use Claude or ChatGPT every day and have built something with it
• Have written onboarding docs a team actually used
• Consultative mindset, strong communicator, and data-curious

Nice to Haves

• Experience in a high-growth, early-stage environment preferred

Benefits

• Impact: Join at the ground floor where your work directly influences company trajectory
• Growth: Rapid company growth creates exceptional learning and advancement opportunities
• Flexibility: Remote-first culture with autonomy over your work
• Team: Work alongside the founding team