Lead customer onboarding projects for Mid-Market and Enterprise customers, ensuring timely and successful implementations.
Develop and execute customized onboarding plans to meet partner goals and technical requirements.
Serve as the primary point of contact during the implementation phase, providing guidance and best practices for product usage.
Partner with Solutions Engineers on more technical integrations and ensure smooth handoff to Account Management post-onboarding.
Facilitate training sessions, workshops, and webinars to enable customer teams to become proficient in Shippo’s platform.
Define onboarding milestones and success metrics; track progress and share regular status reports with customers and internal stakeholders.
Monitor implementation progress, proactively identify risks or blockers, and drive resolution.
Collaborate with cross-functional teams (Sales, Account Management, Support, Product, Engineering) to ensure a seamless customer experience and advocate for customer needs.
Capture and relay customer feedback to Product and Engineering to improve the onboarding journey and product offering.
Contribute to scalable processes, documentation, and playbooks to improve onboarding efficiency for future customers.

Bachelor’s degree or equivalent experience.
6+ years of experience in Implementation, Customer Success, Onboarding, or Solutions roles at a SaaS, e-commerce, or logistics-related company.
Strong project management and organizational skills with experience managing multiple customer onboarding engagements simultaneously.
Ability to understand and explain technical concepts in simple terms; familiarity with APIs, e-commerce platforms (Shopify, BigCommerce, Magento), and integrations is a plus.
Excellent written and verbal communication skills with a customer-first mindset.
Strong problem-solving skills and ability to thrive in a fast-paced, cross-functional environment.
Familiarity with tools such as Salesforce, Gainsight, Jira, Asana, or other CRM and project management systems.
Bonus: Experience analyzing data (Excel, SQL, or BI tools such as Looker) to inform onboarding success metrics.
Exposure to e-commerce fulfillment workflows, logistics, or supply chain operations.
Formal project management training or certification (PMP, Agile/Scrum, etc.).

Healthcare coverage for medical, dental, and vision (90% covered by the company, incl. dependents).
Pets coverage is also available!
Take-as-much-as-you-need vacation policy & flexible working hours
One week-long company wide winter slow down
3 Volunteer Days Off (VTOs)
WFH stipend to set up your home office
Charity donation match up to $100
Dedicated programs, coaching, tools, and resources for your professional and career growth as well as an individual learning stipend for your personal and focused growth
Fun team in person time through our Shippos Everywhere program which includes regular team and company off-sites throughout the year as well as local Shippos gatherings.

Implementation Manager

Key skills