Why This Job is Featured on The SaaS Jobs
Level AI sits in a fast-evolving corner of SaaS: AI-native platforms that turn customer support interactions into operational insight. For an Implementation Manager, that positioning matters because deployments are rarely “set and forget.” Introducing products such as analytics, Auto-QA, agent assist, and screen recording typically touches data flows, workflows, and stakeholder expectations across support and operations, making implementation a meaningful part of product adoption.
From a SaaS career perspective, this type of role builds durable experience at the intersection of customer outcomes and technical execution. Leading discovery, integrations, configuration, and enablement develops a practical understanding of how SaaS value is realized after the contract is signed. The emphasis on APIs, cloud services, and usage metrics also maps well to recurring-revenue models where retention and expansion are tied to time-to-value and measurable adoption.
This role tends to suit professionals who like structured project ownership while staying close to real customer problems. It aligns with someone comfortable translating between technical teams and business stakeholders, managing parallel workstreams, and operating with a consultative mindset. The remote setup and US-hours collaboration signal a fit for candidates who can coordinate across time zones with clear written communication.
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 an 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 simultaneously
- Understand 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; 1-2+ years of experience delivering successful customer implementations
- Strong technical background with knowledge of SaaS platforms, APIs, and 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
- Comfortable working in US hours
Optional Requirements :
- Experience interacting with APIs and using cloud services
- 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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