Implementation Lead

The role

The Implementation Lead will own the customer relationship from signed agreement to first results. You will work with brands to build use cases and run technical setups like Shopify and Klaviyo.

What you will do

• Own each new brand from signed contract to live
• Own escalations during onboarding
• Partner with Sales and Engineering as needed
• Engage brand stakeholders from founders to retention teams
• Run technical setup for Shopify, Klaviyo, etc.
• Build use cases that match the reason each customer signed up
• Transition accounts to CSM with a clear handoff
• Turn what works into playbooks for mid-market and enterprise onboarding
• Help train new team members on playbooks
• Build systems and tools to help scale

Required qualifications

• 3+ years in a customer-facing role with direct experience onboarding clients
• Have run onboardings with several stakeholders
• Have carried a larger book of mid-market accounts
• Have built Klaviyo flows and segments for a brand yourself
• Use Claude or ChatGPT every day and have built something with it
• Have written onboarding docs a team actually used
• Consultative mindset
• Strong communicator
• Data-curious

Nice to have

• Experience in a high-growth, early-stage environment
• Genuine passion for AI and working at an AI-native company

Benefits

• 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

Before you apply

• Submit your resume along with responses to the application questions

About the company

OuterSignal is building the customer intelligence layer for commerce. They are a small, high-performing team building a platform for e-commerce customer intelligence.