Job DescriptionWe’re hiring a Customer Implementation Manager to join our Customer Operations team. In this role, you’ll own the end-to-end implementation for new customers and lead every onboarding event throughout a customer’s lifecycle, ensuring each engagement meets its agreed-upon success metrics in close partnership with R&D, Operations, Customer Success, and Support. This is a great opportunity to step into a newly created role and shape it as our team grows. You’ll have a direct impact on both our product and our customers’ experience, and help define how we work across departments What You’ll Do- Own every implementation event in a customer’s journey, from initial onboarding to expansion projects, additional business units, and migration to our new product version- Drive each implementation to the success metrics agreed with the customer- Act as the customer’s main point of contact throughout the implementation window- Configure customer setup and coordinate technical integrations (ERP, SSO, etc.), guiding customers through a smooth self-onboarding experience- Build and own the implementation project plan, and create work items for relevant teams- Communicate with customers when additional information is needed, and handle escalations from Support and Customer Success during the implementation window- Partner with the Customer Success Manager to ensure customer satisfaction throughout the implementation process- Build self-service resources, like guides, templates, and FAQs, that help customers onboard themselves with less hand-holding over time- Give feedback to the Product team on recurring customer pain points and feature gaps you notice during implementations Requirements- 2+ years of experience in a customer-facing role with a technical orientation: customer support, technical account management, customer onboarding, or implementation- Excellent communication skills, both written and verbal, with high-level English- Proven project management and cross-functional collaboration skills: building timelines, sequencing dependencies, and managing multiple workstreams to deadline.- Experience with AI-related tools or technologies- Strong ability to solve problems in real time, handle pressure, and adapt to changing situations- Strong sense of ownership and a proactive, can-do mindset, with comfort shaping a new role as it evolves Nice-to-Have- Experience with AP/AR automation, e-invoicing, ERP systems, or AP portals