Shippo
We help eCommerce merchants grow by empowering them with the #1 shipping solution tool needed to save time and money.
Implementation Manager
Location
Hawaii + 6 moreAll locations: Hawaii, Nevada, New Mexico, Ohio, Oregon, Virginia, West Virginia
Posted
13 days ago
Salary
$139K - $188K / year
Bachelor Degree6 yrs expEnglishMagentoPMPSQL
Job Description
• 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.
Job Requirements
- 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.).
Benefits
- 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.
