Implementation Manager, Mid-Market

Triple Whale is an AI operating system for modern ecommerce that helps brands turn business data into profitable actions. The Implementation Manager, Mid-Market leads consultative, technical onboarding from contract signature through go-live, configuring integrations and measurement foundations, validating data accuracy, and enabling customers on AI-led workflows. The role also manages implementation portfolios, stakeholder coordination, risk, training, and handoffs to Customer Success.

Responsibilities:

• Lead consultative discovery with new customers — clarify business objectives, surface constraints, and translate desired outcomes into the success criteria you drive toward during onboarding
• Own end-to-end delivery for a high-volume book of Mid-Market implementations, from kickoff through go-live and into the handoff to Customer Success — adapting how you run each onboarding to the customer’s goals and setup while protecting speed to value
• Configure the technical foundation of each launch — tracking and pixel implementation, platform integrations (Shopify, Meta, Google, Klaviyo, Amazon, and more), and data source connections
• Advise on customer tech stacks and recommend integration best practices, with enough API and webhook fluency to know what is possible — and to pull in Solutions Architecture early when a launch genuinely needs custom work
• Validate attribution and data accuracy before go-live — and when something looks wrong, describe it precisely enough that Support and Product can act on it, and clearly enough that the customer knows what it means for them
• Onboard customers onto Moby, Triple Whale’s AI agent, so teams leave onboarding running AI-led workflows and automations that make the rest of their stack smarter
• Run training and enablement — one-to-one where it matters, one-to-many where it scales — to drive adoption and confidence in the platform
• Own the handoff to Customer Success: document what was configured, what the customer is measuring, what adoption looks like at go-live, and what remains open, so the CSM starts from a real baseline rather than a blank page
• Influence the stakeholders you do not manage — build the internal champion, get the right people to show up, and move a stalled customer team without formal authority
• Apply structured risk management across a large book — identify exposure early, mitigate it deliberately, and escalate with a recommendation rather than a problem
• Monitor implementation health across your entire portfolio, balancing speed to value against quality and protecting both
• Keep project tooling, documentation, and account records current without being reminded
• Partner proactively with Customer Success, Product, Support, and Marketing to resolve issues and streamline the path to launch
• Spot the patterns across your book and turn them into better onboarding standards — kickoff structure, handoff criteria, templates, and what “done” actually means

Requirements:

• 2+ years in implementation, onboarding, technical account management, or customer success at a SaaS company
• A consultative instinct — you ask about the business problem before reaching for the configuration screen
• Strong project management skills — you plan the work, sequence dependencies, and deliver a high volume of concurrent projects on time, without dropping details and without close supervision
• Enough technical fluency to be credible: you understand tracking and pixel implementation, integrations, APIs and webhooks well enough to explain what is happening, what it means for the customer, and what has to happen next — without needing someone to translate it for you
• Working knowledge of the martech and ecommerce stack — Shopify, Meta and Google Ads, email and SMS platforms — and how attribution actually behaves across them
• The ability to balance technical depth with clarity: you can go deep with an analyst, then explain the same thing to a founder without losing either of them
• Proven ability to influence stakeholders you have no authority over — you can hold a customer team to their commitments and re-engage one that has gone quiet
• Comfort working from a repeatable playbook, and the judgment to know when a customer needs something off-script
• Disciplined risk management: you spot exposure early and act on it rather than reporting it
• Curiosity about AI and a willingness to teach customers a new way of working, not just a new piece of software
• Knowledge of retail and eCommerce business needs, processes, and best practices
• An interest in improving how the team works, not just running your own book