Implementation Manager - FSM

About the role

As an Onboarding Manager at Podium, you own the most important stretch of the customer journey: the first 90 days. From the moment a deal closes, you will sit in our Home Services/ HVAC team — configuring the technology, training the people who will use it, and proving value fast enough that adoption sticks. You will be managing the data migration process from a customer's legacy system to Podium's AI Operating System. This is a delivery role with a deadline. You'll run a portfolio of concurrent implementations against clear activation metrics, working across Sales, Product, Support, and Customer Success to remove blockers before they become escalations. Success looks like customers who are fully live and fully trained.

Key responsibilities

• Own end-to-end onboarding for customers, from post-sale handoff through full activation across customers

• Own data migration for every implementation - extracting customer, job, and history data from the customer's legacy system, cleaning and restructuring it, and loading it accurately into the platform so customers go live with their business intact

• Lead implementation and technical setup - FSM Deliver training and enablement to stakeholders at every level

• Manage implementations against key metrics. E.g. Time-to-launch, activation, and early product usage - ensuring each account hits its milestones within established timeframes

• Serve as a product expert, understanding setup requirements for each solution to drive meaningful customer outcomes

• Collaborate closely with the Sales team for a clean handoff and complete transparency on scope, expectations, and risk across your portfolio

• Transition accounts to Customer Success via a documented handover, sharing milestones achieved and open risks clearly flagged, protecting retention from day one

• Identify friction in the onboarding motion and build the playbooks, templates, and documentation that make the next launch faster

About you

• 2+ years in onboarding, implementation, customer success, or account management at a SaaS company

• Home services or HVAC experience is highly desirable but not necessary

• Strong project management instincts - you can run a high volume of concurrent implementations without letting details slip

• Technical aptitude and curiosity; you're comfortable with configuration and troubleshooting alongside a customer

• A confident trainer who can hold a room of busy operators and get them genuinely bought into something new

• A deeply customer-centric approach paired with strong multitasking capabilities and keen attention to detail

• Excellent written and verbal communication, and the judgment to know when to escalate

• Confident in Excel - comfortable with lookups, pivot tables, and reshaping messy exports into clean, importable data

• Hands-on with AI tools (ChatGPT, Claude, or similar) to manipulate, map, and QA data at speed - you treat AI as part of your workflow, not a novelty

• A creative problem-solver - legacy systems rarely export cleanly, and you enjoy finding the workaround that makes the data usable anyway

Benefits

• Competitive base salary + superannuation

• Uncapped commission with no threshold—earn from your very first deal

• $650 monthly Lifestyle & Wellbeing Allowance to spend however you choose

• Clear career progression with transparent promotion pathways

• Ongoing coaching, training, and professional development

• Modern Queen & Collins CBD office with end-of-trip facilities and bike storage

• Fully stocked kitchen with complimentary snacks and drinks

• Regular team events, celebrations, and incentives

• An inclusive workplace where diverse backgrounds, experiences, and perspectives are valued

About us

At Podium, we bring AI Employees to local businesses that turn every conversation into revenue. Trusted by 60,000+ businesses across Auto, Home Services, and Aesthetics, Podium captures and converts leads 24/7, driving both new business and repeat customers. In under 24 months, we crossed $100M in AI Agent ARR, scaling 300% year-over-year. During this time, we've deployed 10,000 AI employees to empower real business outcomes for our customers. Podium is building what we believe will be the most impactful AI employee ecosystem for local business. Podium has been recognized as the Best AI Implementation by Inc. Magazine, highlighted by OpenAI for building revenue-driving AI Agents, and awarded the #1 AI Agent for Business Operations by G2.