XOi is revolutionizing the field service industry with the expansion of our on-demand equipment data enrichment and metadata retrieval capabilities. We are powering a world in which people and equipment are connected, decisions are transparent, and quality outcomes are predictable. Field service technicians across the nation utilize our suite of products daily to increase efficiency and performance on the job, streamline communication and information sharing, enhance their skills, and gain insights through innovative software and AI solutions.

XOi is growing our Customer Success organization and seeking an experienced and strategic Implementation Manager to join our team. This role will focus on onboarding mid-market, major, and enterprise customers, particularly those with more complex needs and strategic goals. You will play a critical role in ensuring that new customers are not only implemented successfully, but are also set up with a strategic success plan that drives ongoing, measurable value.

This role requires someone with several years of Customer Success, Implementation, or Onboarding experience, with a strong track record of working with diverse stakeholders, from small business owners to C-suite executives. The ideal candidate understands how to navigate technical and non-technical personas and excels at distilling customer vision into actionable milestones and success metrics. As the bridge between Sales, Customer Success Managers (CSMs), and the customer, you will lead onboarding while also integrating CSMs into strategic planning from day one.

Responsibilities:

• Collaborate with Sales to understand client objectives and ensure smooth transition to onboarding and success planning

• Lead implementation and onboarding efforts for mid-market, major, and enterprise customers, with the ability to manage multiple onboarding projects simultaneously

• Partner with CSMs to define and track client-specific success plans, including milestones, KPIs, and value-driven outcomes

• Drive discovery and alignment between client business processes and XOi functionality; surface integration and configuration needs

• Own configuration of XOi’s console, integrations, and onboarding roadmap, working cross-functionally with product and engineering teams as needed

• Facilitate and lead onboarding meetings while involving CSMs in strategic sessions for long-term planning and continuity

• Contribute to the evolution of onboarding practices and documentation, especially in complex or custom implementations, defining new phases and processes where applicable

• Identify risks and develop mitigation strategies. Proactively address issues that may impact project success.

• Serve as a strategic thought partner to clients, advocating for their goals internally and helping them drive adoption and business impact

• Collaborate with stakeholders across the organization, including CSMs, Product, and Training, to iterate and improve onboarding playbooks and processes

• Lead customer training, as needed

• Mentor and develop other team members, supporting a culture of knowledge sharing

Qualifications:

• 3+ years of experience in customer onboarding, implementation, customer success, or technical account/project management in a SaaS environment

• Strong background working with technical integration partners and understanding data or platform integrations

• Experience collaborating with cross-functional teams and aligning stakeholders ranging from frontline users to executive sponsors

• Strategic thinking and experience with success planning, including setting and managing toward measurable customer outcomes

• Familiarity with onboarding and CS tech stacks (e.g., ChurnZero, Salesforce, Jira, Pendo, G-Suite, Slack)

• Comfortable working with ambiguity and defining scalable onboarding processes in growing or changing environments

• Strong meeting facilitation, agenda building, and follow-up communication skills

• Demonstrated ability to mentor or coach others is a plus

• Experience in field service technology or similar industries is a plus, but not required

• Willingness to travel up to 50%

You Will Be Great if You:

• Have a consultative mindset with strong EQ and ability to build trust quickly with diverse stakeholders

• Are motivated by strategic outcomes and thrive in environments where you can shape process and improve systems

• Enjoy working cross-functionally and being part of a collaborative, customer-first culture

• Are excited by the opportunity to mentor and help shape the future of the onboarding team

• Take initiative and find clarity amidst ambiguity, especially in high-growth and high-impact settings

XOi Benefits

• XOi offers a comprehensive benefits package that includes medical, dental, and health, with eligibility the 1st of the next month following your date of hire

• XOi offers a 401(k), with eligibility at 90 days

• XOi offers Discretionary Time Off

• All new employees receive a one time $500 New Hire Stipend to support any updates needed for your home office space

• All employees receive a $50/monthly stipend to be used for personal wellness and $50/ monthly stipend towards internet expenses

XOi Technologies is an Equal Opportunity Employer

At XOi, we value individuality and the unique qualities we all bring to an organization. We believe we all bring experiences that have an incredible impact on our product and the experience our customers gain from using our products. We do not discriminate against employees based on race, color, religion, sex, national origin, gender, identity or expression, age, disability, pregnancy (including childbirth or other related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state, or local laws.