Why This Job is Featured on The SaaS Jobs
Implementation work is where SaaS value becomes real, and this role sits directly in that translation layer for an AI-native platform used in contact-center environments. At a Series C stage, the company profile suggests a product that is past initial validation and now operationalizing repeatable deployments—making implementation a core lever for adoption and measurable outcomes rather than a one-off services function.
For a SaaS career, the role offers durable exposure to the mechanics of time-to-value: technical discovery, data integrations, configuration, enablement, and ongoing usage measurement. Those are the building blocks that carry across B2B SaaS categories, especially where products touch customer data and require workflow change. Experience coordinating across Sales, Product, Engineering, and Support also builds the cross-functional operating rhythm that becomes increasingly important in scale-up environments.
This position tends to suit professionals who like structured problem-solving at the intersection of customer goals and technical constraints, and who are comfortable owning multiple concurrent workstreams. It is a strong match for someone who wants to deepen SaaS implementation craft—APIs, cloud services, and stakeholder communication—while staying close to how product capabilities translate into customer adoption.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Level AI was founded in 2019 and is a Series C startup headquartered in Mountain View, California. Level AI revolutionizes customer engagement by transforming contact centers into strategic assets. Our AI-native platform leverages advanced technologies such as Large Language Models to extract deep insights from customer interactions. By providing actionable intelligence, Level AI empowers organizations to enhance customer experience and drive growth. Consistently updated with the latest AI innovations, Level AI stands as the most adaptive and forward-thinking solution in the industry.
About the Role:As a Implementation Manager, you will lead our clients’ onboarding and implementation process, ensuring they unlock the full potential of Level AI to enhance the customer experience.You will be responsible for understanding client business requirements, facilitating data integrations, configuring and training on the Level AI products including Auto-QA, Analytics, Voice of the Customer, Agent Assist, and Screen Recording among others, all while driving efficient time to value.
Key Responsibilities :
- Serve as the primary point of contact for key client accounts, building and maintaining strong relationships with clients.
- Successfully handle onboarding of multiple clients simultaneouslyUnderstand clients' business objectives
- Understand clients' technical requirements which may require leading technical discovery sessions to ensure that our AI-powered customer support solutions are configured appropriately to meet their needs
- Collaborate with internal teams, including sales, product, engineering, and customer support, to address client needs and resolve technical issues.
- Develop and maintain a deep understanding of our AI-powered customer support solutions, and effectively communicate technical information to clients.
- Identify opportunities for upselling and cross-selling our solutions to existing clients.
- Track and report on key account metrics, such as customer satisfaction and product usage, and use this information to drive improvements in our solutions.
Requirements :
- Bachelor's degree in Computer Science, Information Systems related field OR equivalent experience
- 3+ years of experience in a hands on technical role; 1 + years of experience delivering successful customer implementations
- Strong technical background with experience working with SaaS platforms, interacting with APIs, and using cloud services.
- Excellent project management skills with the ability to juggle multiple projects simultaneously.
- Ability to translate complex concepts into actionable items to non-technical stakeholders
- Strong communication skills in English (both written and verbal).Entrepreneurial & Problem-Solving Attitude - Self-motivated, adaptable, and resourceful in tackling implementation challenges
Optional Requirements :
- Experience with integrating with CRMs such as Salesforce
- Familiarity with intent-based and generative artificial intelligence
- Experience with Telephony Systems such as AWS Connect, Five9 and Genesys.
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