Implementation Manager

**About The Company** Mandrel is building the AI-native ERP for physical goods. Today, our wedge is simple and painful: true, auditable gross margin by SKU and channel, tied to real supply-chain source of truth documents. Founded in 2023, Mandrel has raised over $12 million from Lux Capital, Construct Capital, Zigg Capital, Asymmetric Capital, WndrCo, and Clocktower Ventures. The team is headquartered in New York and brings deep expertise in finance and AI. **About The Role** Mandrel is hiring an **Implementation Manager** based in New York to own customer onboarding and drive time-to-value for our customers post-sale. This role sits at the intersection of customer success, product, and engineering and is critical to ensuring customers are successfully live on Mandrel’s platform and realizing value quickly and reliably. This is an ideal role for someone who thrives in early-stage environments, enjoys ambiguity, and wants to help define and scale a best-in-class implementation function from the ground up. **What You’ll Do** - Own end-to-end implementations for 10–15 customers concurrently, dedicating 100% of your time to driving successful, on-time go-lives - Develop a deep understanding of each customer’s business, systems, and data flows to optimize implementation plans and accelerate time-to-value - Lead implementation projects from kickoff through go-live, including requirements gathering, system configuration, integrations, testing, and launch - Map customer tech stacks (ERP, accounting systems, commerce platforms, EDIs, WMS, IMS, BI tools) and guide customers through technical setup and integration workflows - Map processes, vendors, document flows associated with client Accounting and Finance workflows - Serve as the primary point of contact for customers during implementation, setting expectations, driving accountability, and maintaining momentum - Advocate for customers internally by clearly articulating needs, risks, and tradeoffs to product and engineering teams - Confidently push back on unreasonable or out-of-scope requests while maintaining trust and alignment with customer stakeholders - Identify patterns across implementations and build the playbook for a repeatable, scalable implementation process as Mandrel grows - Partner closely with sales, solutions, product, and engineering to ensure smooth handoffs and tight feedback loops **Who You Are** - **Strong communicator:** Communicates clearly and concisely, tailoring messaging to executives, operators, and technical stakeholders alike - **Collaborative:** Leans into tough conversations with empathy and respect; takes ownership and follows through; helps teammates beyond formal scope - **Implementation fundamentals:** Experienced in onboarding customers onto complex SaaS platforms, including project management, integrations, and go-live execution - **Customer EQ:** Genuinely curious about customers’ businesses and challenges; skilled at asking probing questions and earning trust - **Technical fluency:** Comfortable with technical concepts and integration methodologies; able to explain how Mandrel works as an accounting system in relation to other tools - **Problem solver:** Identifies root causes, breaks down complex issues, and gathers the right information to drive resolution - **Strong prioritization:** Effectively balances urgency and impact across multiple concurrent implementations - **Comfortable with ambiguity:** Thrives in open-ended environments, creates structure where none exists, and adapts quickly as priorities shift **Experience & Requirements** - 4–8 years of experience in Implementation, Professional Services, Product, Accounting, or Consulting roles, ideally at early-stage startups or high-growth SaaS companies - Experience managing multiple concurrent technical implementations with external customers - Ability to operate fluently in both business and technical contexts, engaging with executives as well as system admins and technical teams - Familiarity with ERP, accounting, inventory, or supply-chain systems and how they integrate in a broader technology stack - Strong project management skills with a track record of delivering complex projects on time **Bonus Points** - Experience implementing or working alongside systems like NetSuite, [](http://Fulfil.io), Cin7, Brightpearl, Odoo, or similar ERPs/IMS tools - Background in finance, accounting, or operations-focused software - Experience building or scaling implementation processes or playbooks **Why Join Us** - **Massive impact:** Own one of the most critical moments in the customer lifecycle and directly influence customer success and retention - **Build from zero:** Help define how implementations work at Mandrel and create the foundation for a scalable function - **Growth opportunity:** Significant exposure to Product, Engineering, and Go-to-Market teams with a clear path to leadership as the team scales - **High-caliber team:** Work alongside thoughtful, driven teammates in a collaborative, in-person NYC environment **Perks & Benefits** - Competitive base salary, commission, and equity - Unlimited vacation (with at least 15 days strongly encouraged) - 100% coverage for healthcare (Medical, Dental, Vision) - Relocation assistance to NYC