Customer Implementation Manager

Job Description

Job Description

Description

How we onboard our new customers is a fundamental pillar of future success and sets the tone for our ongoing relationship with them. As a core member of our Professional Services (PS) and Implementation function, the Customer Onboarding Manager will set the groundwork for successful platform adoption by deeply understanding customer requirements and guiding them through implementation and platform setup.

This role sits at the intersection of Sales, Professional Services, Customer Success, and Operations, owning the customer journey from signed deal through to successful handover to Customer Success. You will project manage the onboarding and implementation process across a typical 40–60 day onboarding window, coordinating cross-functional teams and ensuring customers are set up for long-term success. The value customers get from Zappi is only maximized if there is a strong foundational system put in place — having the detail, rigor, strategic thinking, and relationship management skills to get this right is key to the role.

You are right for the job if you are comfortable and excited about guiding, supporting, and assisting customers throughout their adoption journey, from first interaction on the platform through to onboarding completion and beyond.

As this is an evolving function within the business, you will also need to be comfortable experimenting, building new processes, identifying operational improvement opportunities, and helping optimize the onboarding experience. Curiosity around AI, automation, and scalable workflow improvements is highly valued as the team continues to evolve its implementation practices.

What you'll be doing

• Manage customers from point of sale through onboarding and implementation to Customer Success handover
• Own onboarding and implementation timelines across a typical 40–60 day customer journey
• Create and implement tailored onboarding plans for new enterprise customers
• Configure customer platform setup, including domains, user access, workflows, and onboarding requirements
• Conduct deep discovery sessions to understand customer goals, business challenges, and implementation needs
• Guide customers through strategic onboarding and platform adoption decisions
• Deliver tailored live platform demos and customer training sessions to support self-serve adoption
• Conduct regular customer check-ins on a daily, weekly, or biweekly cadence to drive implementation progress
• Coordinate closely with cross-functional teams, including Sales, Customer Success, Product, Support, and Operations
• Partner with internal teams to identify opportunities for process optimization and customer growth
• Support customers in achieving fast time-to-live and rapid time-to-first-value
• Reduce customer effort by proactively recommending expertise, resources, and best practices
• Manage multiple onboarding workflows simultaneously while maintaining a high-quality customer experience
• Review and improve onboarding processes, implementation workflows, and customer enablement strategies
• Explore opportunities for automation, AI enablement, and scalable onboarding improvement

Skills, Knowledge & Expertise

• Proven experience in SaaS customer onboarding, implementation, or customer success roles, preferably with enterprise customers
• Experience within market research, consumer insights, or research operations, with a strong understanding of research fundamentals and methodologies
• Strong project management skills with the ability to manage multiple onboarding workflows simultaneously
• Experience owning end-to-end implementation projects and customer onboarding timelines
• Excellent communication and presentation skills, including leading customer trainings and live demos
• Ability to conduct structured discovery conversations and translate customer goals into onboarding strategies
• Strong stakeholder management skills, including working with senior enterprise clients and cross-functional internal teams
• Experience collaborating across Sales, Customer Success, Product, Support, and Operations teams
• High level of organization, attention to detail, and ability to manage competing priorities effectively
• Self-starter mentality with a proactive, independent approach to problem-solving, while also thriving in a highly collaborative team environment with strong support structures
• Customer-first mindset with a focus on driving adoption, engagement, and long-term value realization
• Comfortable working in fast-paced, evolving environments with changing priorities and evolving processes
• Curiosity around AI, automation, and operational efficiency improvements
• Ability to learn and explain new software platforms and technical concepts clearly and confidently

Benefits

• Salary range $74,000 - $84,000 per annum + 20% bonus tied to our company bonus plan.
• Thee paid company mental health days (these are pre-scheduled, so the entire company can take the same days off regularly to reset)
• Generous PTO - Minimum of 20 days of paid time off per year, plus national holidays. Leave over 30 days requires manager and People team approval.
• Flexible working arrangements, including remote (unless otherwise specified)
• Thoughtfully designed offices to support both individual work and collaboration without interrupting others
• Support setting up your home office, if appropriate
• Wellbeing benefits and access to trained therapists / counsellors
• Company paid Life, AD&D, Short term & Long term disability
• Immediate access to Zappi's Health, Dental and Vision Insurance Plan
• Option to enter Zappi's 401k program after 90 days of employment, matched up to 4%
• Tailored personal development through training allowances, coaching, mentorship and career frameworks

Why join us?

We’ve been recognized as one of the hottest martech companies in 2022 by Business Insider and named Best Place to Work by Quirk’s Media for our engaging and inclusive workplace culture. We’re committed to both people and the planet .

Our belief in inclusion means we’re building an organisation of diverse individuals and helping brands eliminate cultural presumptions in their research. Read our Diversity Manifesto here.

We are a values and behaviours driven business and believe that Trust, Truth, Ownership, Ambition and Humility describe Zappi employees on our best day. This is how we strive to show up for our customers, for each other and for our communities.

Earning B Corp certification assures us we’re on the right track and have structures in place to become the business we want to be.

Our commitment to minimise our impact on the environment means being honest with ourselves and transparent with you—about everything from carbon emissions to tree-planting initiatives. We achieved our goal of becoming Net Zero in 2021!

Zappi Company Culture Highlights

• Winner of Comparably's Award for Best Company for Women 2022
• Winner of Comparably's Award for Best Company Work-Life Balance 2022
• Winner of Comparably's Award for Best Company Compensation 2022
• Winner of Comparably's Award for Best CEO for Women 2022
• Winner of Comparably's Award for Best Company for Diversity 2022
• Winner of Comparably's Award for Best Company Culture 2022
• Winner of Comparably's Award for Best CEO 2022
• Winner of Comparably's Award for Best Happiness 2022
• Winner of Comparably's Award for Best Leadership Teams 2023
• Winner of Comparably's Award for Best CEOs for Diversity 2023
• Winner of Comparably's Award for Best Engineering Teams 2023
• Winner of Comparably's Award for Best Company Outlook 2023
• Winner of Newsweek’s Top 100 Most Loved Workplaces in the UK 2022 & 2023
• Recognised by Fast Company’s Best Workplaces for Innovators 2023
• Winner of Best Marketing Insights Platform in the MarTech Breakthrough Awards 2023 & 2024

Equal Opportunity

Zappi is an equal opportunity employer; our diversity is a major strength. We are committed to providing equal opportunities for all individuals, regardless of their race, gender, sexual orientation, disability, or any other characteristic protected by applicable laws.

We believe that a diverse and inclusive workforce fosters innovation, creativity, and success. Our hiring decisions are based solely on merit, qualifications, and abilities, ensuring fairness and equity throughout our recruitment process. We welcome applications from all backgrounds and encourage candidates from underrepresented groups to apply. Join our team and contribute to an inclusive environment where everyone's unique perspectives and talents are valued and respected.