Implementation Manager

At Shippo, our vision is bold and clear:
we are the shipping layer of the internet. Our mission is to make every merchant successful through excellent shipping, delivering world-class logistics technology and infrastructure. We’re building the backbone of global e-commerce — connecting merchants to carriers worldwide through a single API and intuitive dashboard.

As a remote-first and globally distributed team , we believe flexibility fuels trust, autonomy, and performance. Our diverse perspectives — across continents, cultures, and time zones — drive our innovation and enable us to build solutions used by businesses everywhere. We invest in modern, scalable technology so our teams can build, ship, and iterate with confidence.

every person at Shippo plays a direct role in shaping the infrastructure that powers global commerce and makes shipping simpler for businesses around the world.

As an Implementation Manager on the Solutions Engineering team, you will own the onboarding experience for our Mid-Market and Enterprise customers. You’ll work directly with new customers to design tailored onboarding plans, guide them through integration and setup, and ensure they are set up for long-term success with Shippo’s products. You’ll partner closely with Sales, Solutions Engineers, Account Managers, and Support to deliver a seamless customer experience from contract signature through adoption.

• 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, Big Commerce, 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.

• 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.

• 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
• 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…