Lead end-to-end onboarding and enablement for Growth and Scale customers, build playbooks, train merchants, monitor adoption, handle escalations, drive value realization, and relay product feedback to internal teams.
The Opportunity
As Implementation and Technical Solutions Manager, you will own onboarding and enablement for our Growth and Scale customers. You will work closely with Customer Success, Sales, Product, Engineering, and Operations to create a best-in-class experience, ensuring merchants are comfortable leveraging Refersion for their affiliate marketing efforts and supporting them (reactively and proactively) so they can continue to scale.
This role is critical to maintaining our high retention rate while scaling to support our ambitious 2026 growth targets, and spans Refersion (90%) and UpOrder (10%).
What You’ll Do
- Own end-to-end onboarding - Lead new brand implementations from kickoff through full activation, ensuring seamless integration and training
- Write onboarding and success playbooks - Build and constantly refine the library of use cases and playbooks that brands can employ to win with Refersion and UpOrder
- Develop playbooks for migrating new customers onto Refersion from legacy solutions
- Train and enable our merchants - Conduct working sessions with founders, marketing, and affiliate teams so they see their affiliate programs scale
- Monitor merchant health and adoption - Proactively track usage patterns and intervene when brands are underutilizing or struggling
- Support our top customers - Serve as first point of contact for questions, troubleshooting, and support escalations as well as connecting customers with partners to support their growth further
- Drive value realization - Ensure brands see measurable impact by helping them connect affiliate marketing success to their business goals
- Feed product insights internally - Act as voice of the customer, surfacing feature requests and friction points to the team
What We're Looking For
- 3-5 years in account management, customer success, or implementation roles for SMB-focused SaaS companies
- Experience working with eCommerce or DTC brands strongly preferred
- Experience with Salesforce and Intercom
- Has worked in fast-paced, startup environments
- Consultative mindset, strong communicator and data-curious
What We Offer
- Impact: You won’t be lost in layers of management or a cog in a machine. You’ll own and shape this role and the value will be felt company wide.
- Growth: As we grow, this position is primed to oversee customer success, onboarding and implementation teams.
- Flexibility: Remote-first culture with autonomy over your work.
- Team: Work alongside a passionate team invested in the success of both our business and our customers’
How to Apply
Submit your resume. We review applications on a rolling basis and will reach out to qualified candidates to discuss potential opportunities.
Refersion is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Refersion New York, New York, USA Office
242 West 38th Street, New York, NY, United States, 10018
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