Implementations Lead

Overview

Job Description

Responsibilities

• - Own the implementation strategy for new Kit customers in a client-facing capacity (~65% of time), while ensuring seamless technical migrations that drive retention and revenue (~35% of time)
• - Act as a solutions consultant for large, complex migrations, advising customers on the best approach to transition their business to Kit
• - Conduct technical audits of leads and incoming creators, scoping migration complexity and requirements
• - Develop migration project plans, setting clear milestones, expectations, and completion timelines for each implementation
• - Manage a team of migrations contractors, providing leadership, guidance, and performance oversight
• - Align with Sales, Creator Growth, and Customer Success to ensure a smooth handoff between teams during the customer journey
• - Drive operational excellence by optimizing existing migration processes, identifying efficiencies, and implementing automation strategies to streamline the migration process
• - Enhance Kit’s implementation framework by developing SOPs, playbooks, and standardized migration templates
• - Document complex workflows and create educational resources to support the migration process
• - Lead reporting efforts on migration performance, key KPIs, and project timelines to inform strategic decision-making
• - Create high-quality email templates and landing pages within Kit using Figma designs
• - Continuously refine the migration experience based on creator feedback to improve satisfaction and streamline the overall process

Required Skills

• - 4+ years of experience in customer implementations, technical onboarding, or professional services (preferably in SaaS, marketing tech, or email platforms)
• - Specific experience working with Email Service Providers (ESPs) such as ActiveCampaign, Mailchimp, Klaviyo, or similar platforms is required
• - Experience optimizing migration processes, implementing automation, driving deal volume, reducing migration time, and providing a concierge-level service for creators
• - Excellent problem-solving and consultative selling skills, especially when working with high-profile creators
• - Excellent communication and collaboration skills
• - Curiosity and growth mindset to continuously improve our processes
• - 2+ years of team management or contractor oversight experience
• - Experience leading large-scale migrations for enterprise or high-profile customers
• - Strong project management skills, with the ability to scope, execute, and deliver complex projects on time
• - Ability to create or use designs from Figma to create email templates, landing pages, and other deliverables within Kit
• - Understanding of technical integrations, APIs, and ESP-related configurations to provide high-level strategic recommendations
• - Strong ability to balance customer needs with Kit’s business objectives to drive adoption and retention
• - Experience using CRM and project management tools (Hubspot, Notion, Arrows, etc.) to track implementations and optimize workflows
• - Passion for the creator economy and a customer-first mindset
• - Be autonomous and self-motivated to work effectively in a 100% remote company
• - Have enthusiasm for and belief in our mission, vision, and values

Benefits

• - Profit Sharing
• - Kit equity
• - 401k with a 5% match
• - We cover up to $1,950 per month toward medical premiums, with dental and vision premiums fully covered
• - Health Insurance plans through Aetna
• - $4,000 equipment allowance for your first two years, $3,000 budget every following two years
• - Individual learning + development budget ($3,500/year)
• - Gender affirming benefits
• - Childcare benefit up to $3,000 annually
• - Twenty (20) days of paid time off during each year of employment
• - Paid paid vacation: An after-tax bonus of $1,000 for taking five consecutive days of vacation where you’re fully unplugged from work
• - Ten (10) paid holidays a year
• - Two weeks of paid sick time each year, including mental health + well being days
• - Twelve (12) weeks paid parental leave and flexible scheduling in your child’s first year
• - Up to six weeks of paid bereavement leave, medical leave, and disaster after six months of employment, two weeks of each paid leave in your first six months
• - Winter Break Closure: Kit closes for a week at the end of December, giving everyone a collective break to enjoy the holiday season
• - Four-week, paid sabbatical after five years with the team
• - Fantastic in-person or virtual retreats with the team twice a year