Implementation Manager - Advanced Builder Team (ABT)

Location: NYCType: Full-TimeAbout The RoleThis is not a traditional onboarding role.The Implementation Manager (ABT) is responsible for driving real adoption across our portfolio, specifically ensuring every customer is live on Hubs, fully activated on Flowcode 2, and using the features required to drive measurable engagement. Our first priority is to increase adoption fast within the Sports Pod, working with brands like NBA, NFL, NHL, MLS, Premier League, PGA, and more.You will operate at the intersection of onboarding, product adoption, customer health, and scale. The mandate is simple: basics should just work. Customers should go live fast, adopt deeply, and expand usage without friction.If something feels manual, slow, or “2023,” you fix it.What You’ll Own Hub AdoptionDrive 100% Hub adoption across all sports customers (and expand to other verticals afterwards)Identify accounts not using Hubs and build activation plans to migrate themPartner with CS and Sales to position Hubs as the default operating modelBuild and Design Hubs from end-to-end, or leverage design team if more efficientReduce time-to-live and eliminate friction in launchFlowcode 2 Onboarding & Demo ExcellenceLead onboarding and training for new sports teams onto Flowcode 2Build and continuously refine a world-class demo that clearly shows step-change improvementEnsure customers understand not just how to use the platform, but why it’s materially betterPush customers toward feature depth, not surface usage Engagement & Health MonitoringMaintain visibility into customer engagement metricsIdentify under-adoption early and intervene quicklyDrive adoption of key features tied to performance (analytics, integrations, automation)Work with CS to turn low-engagement accounts into expansion-ready accounts Product Marketing & Scale EnablementPartner with Product Marketing to build scalable onboarding and adoption assetsCodify best practices into templates, guides, and repeatable workflowsIdentify patterns in friction and feed them back into ProductHelp move onboarding from manual → automated wherever possibleHow You’ll OperateYou believe onboarding should feel instant.You reduce complexity, not add to it.You escalate when something that should “just work” doesn’t.You’re comfortable pushing customers (and internal teams) toward better standards.You think in terms of speed, leverage, and systems - not just task completion.Requirements3-5+ years in implementation, onboarding, or customer activation in a high-growth SaaS environmentExperience working with enterprise or sports/entertainment clients preferredStrong operational rigor - you know how to move multiple accounts forward simultaneouslyData-oriented mindset; comfortable tracking usage, engagement, and activation metricsExcellent communicator with the ability to lead training sessions and executive-facing walkthroughsProven ability to work cross-functionally with Product, CS, Sales, and MarketingBias toward action, clarity, and raising the barCompensationOTE: $90k - $120k