Senior Implementation Manager

About the company

The company builds software and AI for moving companies. We've raised $30M from Andreessen Horowitz (a16z) and other investors. We started in 2019 as the system that runs a moving business: sales, operations, crews, billing. Today that system runs moving companies across the US, Canada and Australia, from single-location movers to some of the largest van lines and franchise systems in North America.

Now we're putting AI to work on top of it. Our voice agents answer and call leads, book moves, and hand off to a person at the right moment. Autopilot, our agent platform, goes further. It answers questions about the business in plain language, flags what needs attention, and handles work that used to take a person's whole day, from working the inbox to updating jobs.

The role

When a major account signs with us, someone has to make sure it delivers. It goes live on time, it hits the results the customer bought us for, and it renews bigger than it started. That's you.

You're the quarterback for our largest accounts from signature through first renewal, but this is not a role where you manage the project from the sidelines. You'll own the plan and coordinate implementation managers, support engineers, product, and sales, while also getting directly into the work yourself.

That might mean configuring and testing a Voice Agent, rewriting a playbook after listening to calls, tracing an integration issue, building an ROI analysis, testing a new workflow with the customer, or jumping into the company to figure out why something isn't working. You should be comfortable moving between an executive meeting and hands-on troubleshooting in the same afternoon.

We have specialists you'll work with, but we want someone whose instinct is to dig in, understand the problem firsthand, and help get it solved—not just assign it to someone else.

Enterprise moving is complicated work. A large account can mean hundreds of locations, franchisees or agents with their own ways of doing things, several systems that need to talk to each other, and a leadership team that expects results in months, not years. Getting AI to work inside an operation like that is the hard part. We want someone who enjoys that problem.

What you'll do

Own the relationship and the results for a small number of our largest accounts, from the executive sponsor to the ops leads who use the company every day.

Run implementations as real projects: discovery, scope, plan, milestones, go-live. Keep the teams moving and hold them to their dates, including people who don't report to you.

Plan and lead onsite working sessions. Get the right people in the room and leave with decisions made.

Design how AI fits into each customer's operation. Decide which calls a voice agent should take, which workflows Autopilot should run, and where a person still belongs in the loop.

Stay hands-on with the agents once they're live. Review calls and agent sessions, find where things break down, tune the playbooks, and measure again.

Be the customer's voice inside the company as Autopilot grows. Our largest customers will be among the first to push it into new parts of their business, and what you learn with them will shape what we build next. Turn it into clear, prioritized input for product and engineering.

Prove ROI with data. Know what we're generating for each account before they ask, and build the dashboard or analysis that shows it.

See risk early and act on it. Work with sales before the handoff so what we sold is what we deliver, and drive expansion once the account is healthy.

What we're looking for

4+ years in management consulting, enterprise implementation, solutions or technical account management, or a similar client-facing role where you owned complex projects end to end.

You've run programs with many stakeholders and moving parts, and you can walk us through how you kept one on track.

You're technical enough to go deep. You understand APIs, webhooks, and data flows, and you're at home with engineers. You can read an integration spec and tell us what's missing. SQL or light scripting is a plus. Production code is not required.

You use AI seriously in your own work. Ideally you've built, tuned, or evaluated an LLM-based agent or workflow, and you have a view on what makes one trustworthy enough to run a real business process.

You're credible with a CEO or COO and just as useful with a dispatcher. When the answer isn't the one a customer hoped for, you give it straight and keep their trust.

You write clearly. A lot of this job happens in writing.

Moving, logistics, or field-services experience is a plus. We'll teach you the industry.

Why this role matters

Our largest accounts are where AI in this industry gets proven, one real operation at a time. How well they go shapes our product, our reputation, and our growth. You'll work directly with our CEO and leadership team, and you'll help decide how the company runs enterprise accounts from here on.

Process

Intro call → hiring manager interview → case exercise (plan a realistic enterprise rollout) → founder interview.