The Customer Success Implementation Manager owns the entire journey of bringing solutions to life for clients. From the initial planning and scoping to launching, the Implementation Manager serves as the main point of contact during the implementation journey. This position involves guiding clients with expert advice, tackling issues proactively, and ensuring every project is completed efficiently, on time, and to top-quality standards. The Implementation Manager will support internal stakeholders across the organization in launching new products from concept development to deployment, work closely with cross-functional teams to design, plan, execute, and build feasible, scalable solutions that fulfill Flipp's vision, and drive program success by applying deep technical knowledge, program management best practices, and strong communication skills to ensure alignment between stakeholders, product teams, and engineering.

What you'll get the opportunity to do:

Drive Revenue and Build Relationships

• Lead implementation processes from kickoff to go-live, understand client objectives and configure product solutions to meet their business needs, owning internal system integrations and required vendor management.
• Build and maintain relationships with internal and external stakeholders to drive collaboration and alignment throughout the onboarding process.
• Drive customer engagement and adoption by delivering onboarding, training, and strategic guidance.
• Design and optimize implementation processes to improve efficiency, scalability, and customer satisfaction.
• Monitor implementation progress, proactively identify risks, and escalate as necessary. Collect feedback and insights to drive continuous improvement in onboarding processes.
• Anchor the delivery of a solution; ensure deadlines are met, and champion the communication to key stakeholders on a project.
• Lead and provide direction to Implementation Specialists for the execution of implementation and ongoing projects.
• Serve as an escalation point for complex customer implementation and delivery issues and work to resolve them swiftly.
• Own early product adoption onboardings to support building end to end workflows that enable long term functionality and scalability.
• Holding internal stakeholders accountable to deliverables, timelines, etc. to ensure projects and onboardings stay on track.

Product Knowledge & Development

• Be a subject matter expert in Flipp+Shopfully products within the Customer Success portfolio and how to utilize them to achieve business goals. Understanding how we can streamline and improve processes.
• Evaluate existing processes, propose and lead initiatives to improve efficiency and enhance overall team productivity. Driving standardization and process improvement, outsourcing or automating manual processes and focusing on scaling existing processes.
• Develop training programs and onboarding materials to support the growth and performance of the implementation team and additional internal/external stakeholders.
• Synthesizing data observations into actionable insights, taking a proactive approach to shape and influence stakeholder expectations and strategy.
• Advocates for product features and improvements as the voice of the customer and works cross-functionally with internal product teams to champion change. Acts as a voice of the customer, consolidating external feedback, sharing with the appropriate product teams to drive action and innovation.
• Develop and maintain reporting dashboards, centralizing insights into actionable playbooks.
• Assist in developing and implementing scalable processes, tools, and best practices to enhance the customer journey.
• Understanding the product on a technical level and knowing the people in the organization that can offer the best information related to specific product issues.
• Proactively seek to optimize the implementation lifecycle by leveraging available platforms (e.g., Salesforce, ClickUp).
• Proactively identify utilization of AI-driven tools to automate repetitive tasks, unlocking greater functionality and scalability. Acting as an subject matter expert of available tools and able to mentor others.
• Proactively synthesizes market and client feedback to drive product innovation, holding teams accountable to creating meaningful action.

Project Management

• Lead high-priority, division-wide initiatives by aligning diverse stakeholders on shared roadmaps, managing resource allocation, and mitigating risks to deliver scalable solutions that meet core business objectives on time and within budget.
• Develop and manage customized onboarding plans based on customer needs, goals, and success criteria - conducting training sessions and creating documentation to support efficient product deliveries and launches.
• Develop project plans, setting clear objectives and overseeing the end-to-end completion of retailer onboardings and product integrations/launches.
• Utilize effective communication and collaboration amongst internal teams and clients to drive successful outcomes.
• Take on and manage additional ad-hoc projects that contribute to the team's strategic objectives.
• Partner closely with multiple internal teams to ensure alignment between technical execution and product strategy. Coordinate delivery within established frameworks and facilitate effective program ceremonies.
• Provide clear, actionable status updates to stakeholders. Synthesize technical concepts for non-technical audiences and ensure visibility into program health, risks, and mitigation plans.

Insights & Trends

• In-depth knowledge of retailer/industry and understand account/opportunity specific metrics/KPIs to drive successful outcomes. Ability to anticipate emerging trends and insights to drive retention, applying cross-account/product learnings, understand account/opportunity specific metrics/KPIs to drive successful outcomes.
• Synthesizing data observations into actionable insights, taking a proactive approach to shape and influence stakeholder expectations.
• Ownership of retailer content metrics and results to drive optimization strategies. Leveraging advanced analytics and dashboards to maintain comprehensive account overviews. Synthesize data and observations into actionable insights.
• Analyze and assess retailers digital content; ability to identify content gaps and identify segment-specific content marketing plans.

Coaching & Performance Management (If Applicable)

• Mentor and support team members by regularly tracking team KPIs, keeping a pulse on team satisfaction across the team and coordinating Team Health initiatives. Responsible for performance management, coaching and scaling a team. You will be responsible for supporting their career/growth plans at Flipp through ongoing training and feedback.
• Monitor team performance using KPIs and metrics (e.g., Retention rate, churn rate, health scores, revenue) and take data-driven actions to improve. Facilitate regular team meetings, performance reviews, and development planning.
• Ensure pod allocation and capacity is at an optimal state.

What you'll bring to the team:

• 5+ years of experience in customer success, project management, or implementation, preferably within the Ad-Tech/SaaS space
• Excellent verbal and written communication skills with the ability to build trust and influence strategic decisions across both internal and external leadership teams.
• Proven ability to manage multiple complex projects simultaneously, with strong skills in timeline management, risk mitigation, and workback schedule (WBS) development.
• Strong analytical and problem-solving skills to identify and mitigate risks during the implementation process.
• The ability to work independently and as part of a team in a fast-paced, dynamic environment.
• Experience using CRM and project management tools such as Salesforce, Gainsight, Asana, or Jira.
• A proactive mindset regarding emerging trends in digital merchandising and a commitment to leveraging data and AI tools to drive team efficiency.