Implementation Lead
OuterSignal · United States
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.