Implementation Manager (Customer Success)

Job description

### **About Kenko** Kenko is an **AI-first SaaS company** transforming how fitness and wellness businesses operate and grow. We're backed by industry leaders from **Meta, GitLab, and Freshworks** and have raised **$3.2M in venture funding**. We're building in a large, rapidly evolving industry—and we're still early enough that every great hire can have a meaningful impact. ### **About the Role** As an **Implementation Manager**, you will be a highly **customer-facing role**, owning the journey from **signed customer → successfully live**. You'll work directly with business owners and operators to understand how their business works, configure Kenko around their needs, train their teams, and make sure they are set up to get value from the platform. You'll also work closely with **Sales, Product, Engineering, Support, and Customer Success** to solve problems and keep implementations moving. This is a role for someone who loves **customers, software, problem-solving, and getting things done.** ### **Role Details** - **Location:** Bengaluru, India — In-office - **Working hours:** 8:00 PM – 5:00 AM IST, aligned with US/PST hours - **Role type:** Full-time - **Function:** Post-Sales / Customer Success ### **What You'll Own** - Own the end-to-end implementation of new customers from handoff to launch. - Work directly with customers to understand their business, goals, workflows, and requirements. - Build implementation plans, manage timelines, and keep customers and internal teams aligned. - Configure and train customers on Kenko and ensure they are confident using the platform. - Identify risks and blockers early and drive them to resolution. - Become a **deep product expert** and help customers get the most from Kenko. - Partner with Product, Engineering, Support, Sales, and Customer Success to solve customer problems. - Identify recurring challenges and turn them into better processes, playbooks, and product feedback. ### **What We're Looking For** - **2+ years of experience** in SaaS implementation, onboarding, project management, Customer Success, or a similar customer-facing role - Experience working in a **fast-paced environment** with high ownership. - Strong project management and organizational skills - **Excellent customer-facing communication** with a consultative approach—you know how to ask the right questions, uncover needs, and guide customers. - Strong analytical and problem-solving skills - Genuine curiosity about **AI, SaaS, and software**. You enjoy learning how products work and becoming an expert - Strong cross-functional communication skills - A **customer-first mindset** and a bias toward action - Ability to manage multiple customers and priorities without losing attention to detail ### **What You'll Get at Kenko** - **Real ownership:** Help shape how we implement customers as Kenko scales - **AI + SaaS exposure:** Work deeply with an AI-first SaaS product and learn how AI is changing a real-world industry - **Direct customer impact:** Work closely with business owners and see the impact of your work firsthand - **A voice in the product:** Your customer insights can directly influence how we improve Kenko - **Fast growth:** Take on more responsibility as you develop and as the company grows - **Performance bonus** on top - tied to your impact and performance - **Night shift allowance** for our US-aligned working hours - **Plenty of paid leave**, including dedicated period leave for women employees