Implementation and Onboarding Manager

Momentum is a fast-growing company specializing in driving AI transformation for revenue teams. We operate like an embedded GTM task force working alongside your team. Our platform listens to every sales and customer interaction, extracts critical insights, and pushes updates directly into your CRM or data wharehouse—automating follow-ups, flagging risk, and surfacing next steps without rep intervention. The best GTM teams in the world, at companies like Zscaler, Cursor, Ramp, Owner.com, Demandbase, Contentful, Windsurf, 1Password, rely on Momentum to unlock 3–10 hours per rep each week, improve win rates, and scale execution—without scaling headcount. We’re backed by top-tier investors, including FirstMark, Stage 2 Capital, Inovia, and Basis Set Ventures.

As the Implementation & Onboarding Manager, you’ll own the critical early phase of our customers’ journey — from contract signing through the first 90 days.

You’ll ensure customers adopt Momentum successfully, achieve early value, and are set up for long-term success under the broader Customer Success organization.

This is a high-impact role: your work drives adoption, reduces time-to-value, shapes customer perception, and helps prevent early churn.

• Lead kickoff sessions, implementation planning, and deployment activities

• Act as the primary coordinator between customer stakeholders, internal product, engineering, and support teams

• Define and monitor success metrics (e.g., setup completeness, usage milestones, feature adoption)

• Provide training, documentation, and hands-on support during onboarding

• Proactively identify risks, blockers, or scope creep and intervene to keep the project on track

• Gather and document feedback, clarify use cases, and champion those insights internally

• Transition the customer to the ongoing Customer Success Manager (CSM) at the end of onboarding

• Maintain clear communication and status updates with customers and internal teams

• Continuously improve onboarding processes, templates, and playbooks

Phase Key Activities Pre-Kickoff / Setup Review contract and customer goals; define success criteria; establish stakeholder map; prepare kickoff materials Kickoff & Planning Lead kickoff meeting; define project plan and timeline; allocate resources; set communication cadence Implementation / Deployment Guide configuration, integration, data import, technical setup, user provisioning; coordinate with product/engineering where needed Training & Enablement Conduct onboarding sessions, workshops, and training webinars; produce user guides and playbooks tailored to customer use cases Monitoring & Support Track metrics and milestones; escalate or remove obstacles; ensure adoption of core features; drive usage of value-driving features Feedback & Escalation Capture feedback and feature requests; identify gaps; serve as voice of the customer internally Transition Handoff to CSM with full context, documentation, and recommended next steps

• High visibility: Work directly with senior leaders and customers

• Impact: Build and own scalable processes with multiplier effect

• Influence: Help shape the product based on customer insights

• Collaboration: Work cross-functionally with engineering, product, support, and sales

• Purpose: Be part of a mission-driven team transforming how GTM teams operate

• 4–5 years of experience in a similar role, preferably within a SaaS or tech company

• Strong technical background; Bachelor’s in Computer Science/Engineering or equivalent experience preferred

• Experience managing Salesforce Flows and Admin strongly preferred

• Stellar communication skills and ability to serve as a trusted advisor

• Self-motivated, thrives in a fast-paced, collaborative environment

• Competitive salary & early-stage stock options (based on experience)

• 100% coverage of health insurance + 75% coverage for dependents

• 3 weeks paid PTO

• Annual offsite at a memorable location

• Learning stipends

• A fun, high-trust team that values autonomy