Implementation Lead

About OuterSignal

We are building the customer intelligence and personalization layer for consumer businesses. Every business knows when an order comes in or a user signs up, but they only see 5% of the real story.

We show them the other 95%: not just who’s buying, but who that person actually is. That includes the execs, influencers, journalists, retail buyers, investors, and everyday customers who become a brand’s best evangelists. Our platform enriches every customer in real time with professional and personal signals, builds personas, and powers everything from surprise-and-delight outreach to smarter email flows, analytics, and BD leads.

We’re a small, high-performing team building the category-defining platform for customer intelligence, backed by a world-class investor base.

The Opportunity

We’re hiring our first dedicated Implementation Lead to help build out our mid-market and enterprise motions. You’ll own the customer relationship from signed agreement to first results. You’ll work hand in hand with new accounts to learn what they’re trying to accomplish and build the use cases that get them there. Most of your week will be spent working directly with brands, and the rest on building a repeatable motion and playbooks as the team scales. You’ll report to our Head of CX. The role is fully remote, open to candidates anywhere in the US.

What You’ll Do

• Own each new brand from signed contract to live, starting from the sales handoff

• Own escalations during onboarding, partnering 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, and more), and make sure the data is right before the customer sees it

• Build use cases that match the reason each customer signed up

• Transition each account 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

• Train new teammates on the playbooks you wrote as the team grows

• Build the systems and tools that help us scale, rather than fixing things once

• Become the expert on our product and industry trends

How We’ll Measure You

• Brands are live with their first use case within weeks of signing

• You’ve used AI to build workflows and automations, and can show how you’ve applied them to get real work done

• Every brand you onboard has a result their team can point to

• CSMs pick up your accounts without starting over

• A new teammate can run an onboarding from your playbook in their first month

What We’re Looking For

• 3+ years in a customer-facing role with direct experience onboarding clients

• Genuine passion for AI and working at an AI-native company

• Experience running onboardings with several stakeholders, and carrying a larger book of mid-market accounts

• Hands-on Klaviyo experience: you’ve built flows and segments for a brand yourself, and can explain why a segment is growing or shrinking

• Daily use of Claude or ChatGPT, and something you’ve built with it

• Experience writing onboarding docs a team actually used

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

• Consultative mindset, strong communicator, and data-curious

What We Offer

• Impact: Join at the ground floor where your work directly influences company trajectory

• Growth: Real brands already rely on us and we’re scaling fast, which means exceptional learning opportunities and room to grow with the company

• Upside: Meaningful equity in a venture-backed company defining a new category

• Team: Work directly with the founders and experienced operators

• Flexibility: Remote-first culture with autonomy over your work

How to Apply

Submit your resume along with responses to the application questions. We review applications on a rolling basis and will reach out to qualified candidates to discuss potential opportunities.

OuterSignal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.