The Onboarding & Implementation Manager drives product adoption, ensuring customers activate quickly and effectively on Flowcode 2. This role involves training, monitoring engagement, and enhancing onboarding processes for top clients in high-growth environments.
Onboarding & Implementation ManagerWhat You’ll Own Hub Adoption
Location: NYC
Type: Full-Time
Most onboarding roles are about process. This one is about obsession.
The Onboarding & Implementation Manager sits on our Advanced Builder Team (ABT) and exists for one reason: customers go live fast, adopt deeply, and never look back. You are personally offended when a customer is slow to activate. You lose sleep over accounts that aren't using the product to its full potential. You don't wait to be asked - you see the gap and close it.
This is not a hand-holding role. You will work with brands like the NBA, NFL, NHL, AB InBev, Kraft Heinz, Delta, and more to build real-world consumer experiences on Flowcode 2. Your fingerprints will be on every launch and you'll see it come to life. Your standard is: if a customer isn't live, activated, and expanding - something went wrong, and you're going to fix it.
- Drive 100% Hub adoption across all of our top customers
- Hunt down every account not using Hubs and build activation plans to migrate them
- Partner with CS and Sales to position Hubs as the default operating model
- Build and Design Hubs from end-to-end, or leverage design team if more efficient
- Cut time-to-live in half, then cut it again
- Lead onboarding and training for new teams onto Flowcode 2
- Build a demo that makes the step-change improvement undeniable
- Ensure customers understand not just how to use the platform, but why it’s materially better
- Push customers past surface usage into the features that actually move their metrics
- Maintain visibility into customer engagement metrics
- Identify under-adoption early and intervene quickly
- Drive adoption of key features tied to performance (analytics, integrations, automation)
- Work with CS to turn low-engagement accounts into expansion-ready accounts
- Partner with Product Marketing to build scalable onboarding and adoption assets
- Codify best practices into templates, guides, and repeatable workflows
- Identify patterns in friction and feed them back into Product
- Help move onboarding from manual → automated wherever possible
- You believe onboarding should feel instant
- You reduce complexity, not add to it
- You escalate when something that should “just work” doesn’t
- You’re comfortable pushing customers (and internal teams) toward better standards
- You think in terms of speed, leverage, and systems - not just task completion
- 1-2+ years in implementation, onboarding, or customer activation in a high-growth SaaS environment
- Experience working with enterprise, marketing, or sports/entertainment clients preferred
- Strong operational rigor - you know how to move multiple accounts forward simultaneously
- Data-oriented mindset; comfortable tracking usage, engagement, and activation metrics
- Excellent communicator with the ability to lead training sessions and executive-facing walkthroughs
- Proven ability to work cross-functionally with Product, CS, Sales, and Marketing
- Bias toward action, clarity, and raising the bar
Base: $65k
Flowcode New York, New York, USA Office
We're based in the heart of Soho, where there is no shortage of creativity. From galleries to boutiques, trendy bars to some of the best restaurants in the city, our office fits right in. We are located in an industrial garage, converted from a metalworks factory into a collaborative work space.
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