Customer Implementation Manager

Zappi

Customer Onboarding Manager at Zappi guiding enterprise customers through platform implementation and onboarding for effective use. Focused on customer success and satisfaction throughout the journey.

Posted 5/13/2026full-timeBoston • Massachusetts • 🇺🇸 United StatesMid-LevelSenior💰 $74,000 - $84,000 per yearWebsite

About the role

Key responsibilities & impact

Manage customers from point of sale through onboarding and implementation to Customer Success handover
Own onboarding and implementation timelines across a typical 40–60 day customer journey
Create and implement tailored onboarding plans for new enterprise customers
Configure customer platform setup, including domains, user access, workflows, and onboarding requirements
Conduct deep discovery sessions to understand customer goals, business challenges, and implementation needs
Guide customers through strategic onboarding and platform adoption decisions
Deliver tailored live platform demos and customer training sessions to support self-serve adoption
Conduct regular customer check-ins on a daily, weekly, or biweekly cadence to drive implementation progress
Coordinate closely with cross-functional teams, including Sales, Customer Success, Product, Support, and Operations
Partner with internal teams to identify opportunities for process optimization and customer growth
Support customers in achieving fast time-to-live and rapid time-to-first-value
Reduce customer effort by proactively recommending expertise, resources, and best practices
Manage multiple onboarding workflows simultaneously while maintaining a high-quality customer experience
Review and improve onboarding processes, implementation workflows, and customer enablement strategies
Explore opportunities for automation, AI enablement, and scalable onboarding improvement

Requirements

What you’ll need

Proven experience in SaaS customer onboarding, implementation, or customer success roles, preferably with enterprise customers
Experience within market research, consumer insights, or research operations, with a strong understanding of research fundamentals and methodologies
Strong project management skills with the ability to manage multiple onboarding workflows simultaneously
Experience owning end-to-end implementation projects and customer onboarding timelines
Excellent communication and presentation skills, including leading customer trainings and live demos
Ability to conduct structured discovery conversations and translate customer goals into onboarding strategies
Strong stakeholder management skills, including working with senior enterprise clients and cross-functional internal teams
Experience collaborating across Sales, Customer Success, Product, Support, and Operations teams
High level of organization, attention to detail, and ability to manage competing priorities effectively
Self-starter mentality with a proactive, independent approach to problem-solving, while also thriving in a highly collaborative team environment with strong support structures
Customer-first mindset with a focus on driving adoption, engagement, and long-term value realization
Comfortable working in fast-paced, evolving environments with changing priorities and evolving processes
Curiosity around AI, automation, and operational efficiency improvements
Ability to learn and explain new software platforms and technical concepts clearly and confidently

Benefits

Comp & perks

Salary range $74,000 - $84,000 per annum + 20% bonus tied to our company bonus plan.
Three paid company mental health days (these are pre-scheduled, so the entire company can take the same days off regularly to reset)
Generous PTO - Minimum of 20 days of paid time off per year, plus national holidays. Leave over 30 days requires manager and People team approval.
Flexible working arrangements, including remote (unless otherwise specified)
Thoughtfully designed offices to support both individual work and collaboration without interrupting others
Support setting up your home office, if appropriate
Wellbeing benefits and access to trained therapists / counsellors
Company paid Life, AD&D, Short term & Long term disability
Immediate access to Zappi's Health, Dental and Vision Insurance Plan
Option to enter Zappi's 401k program after 90 days of employment, matched up to 4%
Tailored personal development through training allowances, coaching, mentorship and career frameworks

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SaaS customer onboardingimplementation projectsproject managementcustomer traininglive demosdiscovery conversationsonboarding strategiesprocess optimizationautomationAI enablement

Soft Skills

communication skillspresentation skillsstakeholder managementorganizationattention to detailproblem-solvingcollaborationcustomer-first mindsetcuriosityindependence