Implementation Lead

OuterSignal is building the customer intelligence layer for commerce. The platform enriches every order in real time with professional and personal signals, unlocks personas, and powers outreach, email flows, analytics, and BD leads. The company is hiring its first dedicated Implementation Lead to help build out its mid-market and enterprise motions. The role owns the customer relationship from signed agreement to first results, working with new accounts to learn what they are trying to accomplish and build the use cases that get them there. The role reports to the Head of CX and is fully remote, open to candidates anywhere in the US.

Responsibilities

Own each new brand from signed contract to live, starting from the sales handoff; Own escalations during onboarding, partner with Sales and Engineering as needed; Get the right people on the brand's side involved early, from founders to their retention team or agency, and keep them engaged through go-live; Run the technical setup: Shopify, Klaviyo, etc., and make sure the data is right before the customer sees it; Build use cases that match the reason each customer signed up; Transition accounts to its CSM with a clear handoff; Turn what works into playbooks for mid-market and enterprise onboarding, and share your learnings across the team; As the team grows, help train them on the playbooks you wrote; Build the systems and tools that help the company scale; Become the expert on the product and industry trends

Requirements

3+ years in a customer-facing role with direct experience onboarding clients; Genuine passion for AI and working at an AI-native company; Have run onboardings with several stakeholders, and have also carried a larger book of mid-market accounts; Have built Klaviyo flows and segments for a brand yourself, and can explain why a segment is growing or shrinking; Use Claude or ChatGPT every day and have built something with it; Have written onboarding docs a team actually used; Consultative mindset, strong communicator, and data-curious

Nice to have

Experience in a high-growth, early-stage environment preferred

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; Mission: Revolutionizing the way brands understand and market to their customers