Implementation Manager

tl;dr we’re hiring a smart generalist to help own customer onboardings and build a scalable implementation process that supports 500+ customers. This is an excellent opportunity to learn our product and customers in and out, build a system that enables our company to scale to $XXm in revenue, and grow into other roles over time. You will report directly to our co-founder/CEO.

Why are we hiring this role?

• We grew our customer count 18x YoY and our customers are requesting features and product enhancements faster than we can provide them. We’re onboarding 4-8 new customers per week, and simply can’t manage this pace going forward with our current headcount.
• By hiring a dedicated person to own and improve this process, we will expand our capacity to onboard more customers in a shorter period. This will enable our sales team to sign more customers faster, and release a constraint holding-us back from hitting our aggressive growth goals this year.

Why join us?

• Early-stage, yet de-risked: we are a rare combo of being early stage (high upside) but lower risk (2XX+ paying customers, $Xm+ recurring revenue, cash-flow positive for over a year, hockey-stick growth). You get the benefits of an early stage startup without the risk you’ll have at almost any other startup. You’ll have a ton of impact, work directly with our customers, and get to work on interesting technical challenges you won’t see at bigger companies. Although we’re early stage, we’ve eliminated key strategic risks you’ll face at other startups. Like an unproven product, lack of market validation, lack of revenue, over-reliance on VC funding, co-founder disputes. We’re all young and hungry. Our team is fully in-person, tenacious, and committed - most of us moved to SF from far away (Canada, SoCal, Texas, Virginia) specifically to build Agave from the ground up.
• Team is technical, diverse, young: you'll work with a formidable founding team that's experienced, intense, and ambitious. We've worked together for 10 years, first at a startup that Amazon acquired, then at Amazon, and now at Agave. You'll learn a ton while having outsized ownership. You’ll have a front-row seat to the good and bad of building a company from the ground up. We’re also technical - all but 1 of our team (our AE!) have either majored in CS, worked as full-time devs, and/or worked in technical roles at startups and larger tech companies for 5+ years before moving into business roles at Agave.
• Huge opportunity without direct competition: startups are incredibly hard, so you want to join one that has a unique advantage. You don’t want to spend years of your life on a company in a saturated market with tons of competition. We’re seizing an opportunity that’s massive (Construction is the world’s third-largest industry) but also overlooked by most people in startup land. Most who can solve this problem aren’t aware it exists or are too distracted by tech trends (blockchain, metaverse, LLMs, etc.) to notice. These talented folks get coaxed into building products that seem cool early on, but don’t solve durable problems or aren’t differentiated enough against their many competitors to be sustainable (e.g. lots of AI products), so they end-up not going anywhere or stagnating without a clear plan to grow profitably. As a result, we have a multi-year head start against potential competitors, increasing our odds of success significantly. We’re also backed by world-class investors (Accel, YC) and Construction insiders (Procore and Autodesk executives, founders of the largest construction tech companies like PlanGrid).

Responsibilities

• Customer Onboarding: own customer onboardings end-to-end (alongside other teammates)
• lead customers from sales handoff to full implementation efficiently, working with them 1:1
• be their primary point of contact and assume full accountability for their onboarding
• understand their goals and configure our product to meet their specific needs
• train them on how to use Agave (e.g. integrate their data, perform common actions, handle edge cases)
• create and maintain comprehensive docs for implementation best practices and FAQs
• build strong customer relationships and long-term loyalty
• identify churn risks and upsell opportunities
• Project Management: project-manage each customer’s implementation; manage many at once
• create and share detailed implementation plans, timelines, milestones, open issues, and remaining steps
• troubleshoot issues that arise, working with our product and engineering teams if new features are needed
• proactively identify and escalate implementation risks; work with cofounders to solve them
• identify feedback, requests, and weak areas of our