Why This Job is Featured on The SaaS Jobs
This Senior Implementation Manager role sits at the intersection of SaaS delivery and applied AI, where customer onboarding is tightly linked to product adoption and measurable outcomes. With Level AI positioned as an AI native platform for contact centers, implementation work is not limited to configuration; it involves translating operational workflows and customer interaction data into a production deployment that stakeholders can trust.
For a SaaS career, implementation leadership is a durable track because it builds fluency across the full post sale lifecycle, from technical discovery through go live and ongoing value realization. The emphasis on APIs, cloud services, and integrations reflects the reality of modern SaaS ecosystems, where time to value depends on connecting systems and aligning product capabilities with real world constraints. Experience coordinating sales, product, engineering, and support also develops the cross functional judgment that is reusable across SaaS companies and categories.
This position is best suited to someone who enjoys structured delivery, clear ownership, and frequent stakeholder communication, while staying close to technical details. It will appeal to professionals who like balancing multiple parallel rollouts and who want their work to be evaluated through customer outcomes and product usage signals rather than internal activity alone.
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 AIwas 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
- 4+ 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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