Senior Implementation Engineer

Summary

Join TheyDo, a fully remote B2B SaaS company, as a Customer Onboarding Manager. You will be the primary point of contact for new enterprise and mid-market customers, guiding them through the onboarding process from initial kickoff to successful go-live. Responsibilities include owning the onboarding lifecycle, coordinating technical steps (SSO setup, data transfers, API integrations), reducing time-to-value, building scalable onboarding frameworks, and project managing multiple implementations concurrently. You will collaborate with various teams (Sales, Product, Support, Customer Success) to ensure a smooth customer experience and serve as a trusted advisor, educating customers on journey management. Success will be measured by metrics such as time-to-value, NPS, and adoption rates. This role requires a proactive, hands-on approach and comfort with ambiguity, as the onboarding engine is still under development.

Requirements

• 3+ years of onboarding or implementation experience in SaaS, preferably within workflow, research, or CX platforms
• Proven ability to manage complex onboarding projects for enterprise and mid-market accounts
• Technical proficiency, comfortable navigating APIs, data flows, and customer integrations with tools like AWS S3
• Confident handling SSO configurations and guiding customers through the setup
• Strong project management skills, organized, proactive, and able to juggle multiple workstreams
• Empathetic and clear communicator, able to simplify complex topics and support teams through change

Responsibilities

• Own and manage the onboarding lifecycle for new customers, be their guide, point of contact, and strategic partner through implementation
• Coordinate technical onboarding steps, including SSO setup, AWS S3 data transfers, API integrations, and ingestion flows collaborating closely with Engineering as needed
• Reduce time-to-value by helping customers quickly connect TheyDo to their existing ecosystem and align teams around journey management
• Build scalable, repeatable frameworks and playbooks to streamline onboarding and create consistency across customer experiences
• Project manage multiple onboarding implementations in parallel, working closely with Customer Success Managers and Journey Management Coaches
• Collaborate with Sales, Product, Support, and Customer Success to deliver a frictionless handover and smooth experience from contract to activation
• Serve as a trusted advisor to customers, educating them on journey management and helping them adopt TheyDo effectively
• Track onboarding metrics like time-to-value, Net Promoter Score (NPS) and adoption rates
• Champion the voice of the customer escalating insights to improve our product and internal processes

Preferred Qualifications

Familiarity with journey management, service design, or design thinking is a major plus

Benefits

• Competitive compensation and pre-IPO equity
• Fully remote working with flexible hours
• Health Insurance benefit
• Flexible holiday days – We love what we do and equally love taking a break. You'll have a minimum of 25 days of paid holiday per year (pro rata), in addition to public holidays and an extra three days during our annual company-wide winter shutdown in December
• Learning and Development budget
• Wellbeing budget
• Paid parental leave - we'll ensure financial support and time off for you to bond with the newest little members of your family (6 months for the primary carer, and 6 weeks for the secondary carer - fully paid). We provide paid childcare leave when you need to take time out to help your little one recover
• Home office or co-working support
• Company events
• Latest tech & tools - MacBook Air, Pro or laptop, we want you to have the equipment that you’re most comfortable with. We use tools such as Gather, Slack, Notion, Loom, G:Suite and naturally TheyDo to work collaboratively and asynchronously
• Continuous growth of our benefits package as we continue to grow in size