Implementation Lead

Job description

**ABOUT OUTERSIGNAL** We are building the customer intelligence layer for commerce. Brands know when an order comes in, but they only see 5% of the real story. We show them the other 95%: not just who bought, but who that person is - the execs, influencers, journalists, retail buyers, investors, and everyday customers who become a brand’s best evangelists. Our platform enriches every order in real time with professional + personal signals, unlocks personas, and powers everything from surprise-and-delight outreach to smarter email flows, analytics, and BD leads. We're a small, high-performing team building the category-defining platform for e-commerce customer intelligence, backed by a world-class investor base. **ABOUT THE ROLE** We're hiring our first dedicated Implementation Lead to help build out our mid-market and enterprise motions. You'll own the customer relationship from signed agreement to first results. You'll work hand in hand with new accounts to learn what they're trying to accomplish and build the use cases that get them there. Most of your week will be spent working directly with brands, and the rest on building a repeatable motion and playbooks as the team scales. You'll report to our Head of CX. The role is fully remote, open to candidates anywhere in the US. **WHAT YOU'LL DO** - Own each new brand from signed contract to live, starting from the sales handoff - Own escalations during onboarding, partner with Sales and Engineering as needed - Get the right people on the brand's side involved early, from founders to their retention team or agency, and keep them engaged through go-live - Run the technical setup: Shopify, Klaviyo, etc., and make sure the data is right before the customer sees it - Build use cases that match the reason each customer signed up - Transition accounts to its CSM with a clear handoff - Turn what works into playbooks for mid-market and enterprise onboarding, and share your learnings across the team - As the team grows, help train them on the playbooks you wrote - You don’t just fix things once. You build the systems and tools that help us scale. - Become the expert on our product and industry trends **WHAT SUCCESS LOOKS LIKE** - Brands are live with their first use case within weeks of signing - You’ve leveraged AI to help build workflows and automations and can demonstrate how you've applied them to get real work done. - Every brand you onboard has a result their team can point to - CSMs pick up your accounts without starting over - A new teammate can run an onboarding from your playbook in their first month **YOU MIGHT BE A STRONG FIT IF YOU** - Have 3+ years in a customer-facing role with direct experience onboarding clients - Genuine passion for AI and working at an AI-native company - Have run onboardings with several stakeholders, and have also carried a larger book of mid-market accounts - Have built Klaviyo flows and segments for a brand yourself, and can explain why a segment is growing or shrinking - Use Claude or ChatGPT every day and have built something with it - Have written onboarding docs a team actually used - Experience in a high-growth, early-stage environment preferred - Consultative mindset, strong communicator, and data-curious **What We Offer** - **Impact:** Join at the ground floor where your work directly influences company trajectory - **Growth:** Rapid company growth creates exceptional learning and advancement opportunities - **Flexibility:** Remote-first culture with autonomy over your work - **Team:** Work alongside the founding team - **Mission:** Revolutionizing the way brands understand and market to their customers **How to Apply** Submit your resume along with responses to the application questions. We review applications on a rolling basis and will reach out to qualified candidates to discuss potential opportunities. OuterSignal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.