Customer Implementation Manager

Role Overview

• 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

• 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

• 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