Implementation Manager

About Our Client

Our client, BackEngine, is a rapidly growing, venture-backed startup founded by repeat entrepreneurs. They help B2B companies analyze their customer communications to drive retention and growth. Their AI-powered platform helps customer success, product, and executive teams save time, prevent churn, and ensure the entire organization stays focused on what customers need.

BackEngine Culture

BackEngine believes exceptional results come from exceptional people. Their culture is built on three core principles:

• Externally Driven to Win: BackEngine has a deep-rooted competitive spirit and relentless drive to succeed. We don't just set high standards - we exceed them.
• Internally Collaborative: BackEngine succeeds as a team. We share knowledge freely, elevate others' work, and care more about collective success than individual credit.
• Highly Skilled: We're masters of our craft who consistently deliver outstanding results. We take pride in the excellence of our work and push ourselves to get better every day.

The Role

As Implementation Manager, you'll own the critical 8-week journey that transforms how our customers understand and act on feedback. A key focus will be training and enabling customer teams to get maximum value from BackEngine. You'll work directly with customer success leaders, executives, and product teams to drive rapid time-to-value through effective onboarding, workflow optimization, and organizational adoption.

Key Responsibilities

• Drive end-to-end implementation process from initial setup through team adoption
• Develop and deliver engaging training programs for different user roles and use cases
• Guide process transformation to help teams leverage AI-powered insights effectively
• Ensure successful handoff to ongoing customer success team
• Document concrete ROI and success metrics

Required Experience

• 3-5 years implementing B2B SaaS solutions, ideally in customer success or analytics platforms
• Experience designing and delivering effective training programs
• Comfort with technology and ability to guide basic technical integrations
• Proven track record exceeding expectations in structured implementation programs
• Outstanding stakeholder management across technical and business users
• Experience driving change management and user adoption

Must Be Exceptional At

• Training & Enablement: Creating and delivering engaging programs that drive user adoption
• Project Management: Running structured implementations with clear milestones while maintaining momentum
• Stakeholder Management: Building trust and driving consensus across diverse teams
• Problem Solving: Finding creative solutions to adoption challenges
• Communication: Articulating value and guidance to audiences from CSMs to executives

What Success Looks Like

• Consistently complete implementations within 8-week timeline
• Drive strong adoption metrics across customer organizations
• Generate documented wins and ROI examples
• Receive outstanding feedback from customer stakeholders
• Contribute to improving our implementation methodology

Key Info

• $115k-$125k / year stock options
• Medical, dental, vision insurance
• Preference for candidates in Los Angeles (we have a small office in Culver City that most people come into several days per week), but open to remote for the right person

Why BackEngine?

Join a fast-growing company that's transforming how B2B organizations understand and serve their customers. You'll work with cutting-edge AI technology, solve complex challenges, and have direct impact on our customers' success. We offer competitive compensation, equity, and the opportunity to shape a rapidly growing company backed by top-tier investors.

The ideal candidate will bring both strong training capabilities and exceptional people skills, with a proven track record of driving successful implementations. Most importantly, they'll embody BackEngine's cultural values - bringing competitive drive, collaborative spirit, and excellence to everything they do.