What are the responsibilities and job description for the Customer Implementation Manager position at XILO?
Customer Implementation Manager (Project Manager I @ XILO)
Team: Customer Success & Implementation
Reports to: Head of CS / CEO
About XILO
XILO is a fast-growing Vertical AI company transforming how insurance brokers, banks, and credit unions automate their operations. We provide a modern workflow automation platform that powers quoting, marketing, and sales for the insurance industry. Backed by Altos Ventures ($10B AUM) and other top-tier investors, XILO is entering a rapid scale phase post-Series A. Our mission is to set the standard for product and customer experience in the insurance industry. We live by our values: Fast, Accountability, Customer-Centric, Trust, and Standing Out (FACTS), and we’re building a high-performing team that reflects them.
About the Role
We’re looking for a Customer Implementation Manager (known as Project Manager I in our company) to help onboard our SMB and mid-market clients. Your mission is to deliver a seamless, structured, and highly consultative onboarding experience—ensuring every customer launches successfully with confidence and clarity. You’ll gather complex requirements, translate them into well-defined tasks for engineering, configure the XILO platform hands-on, and guide customers through the entire implementation process with strong communication and proactive project management.
The ideal candidate has 2-4 years of experience owning customer implementations for a technical SaaS product, excels at requirement gathering, and thrives in a fast-paced environment where organization, leadership, and client communication are essential.
Key Responsibilities
- Own end-to-end customer onboarding for SMB/mid-market accounts, managing timelines, expectations, and deliverables.
- Lead discovery sessions to gather complex customer requirements and translate them into structured user stories and implementation plans.
- Configure the XILO platform hands-on (workflows, forms, integrations, data mapping) to meet customer needs.
- Partner closely with Engineering to ensure product requirements are well-documented, prioritized, and delivered accurately.
- Run highly effective customer meetings — driving clarity, accountability, and timeline adherence.
- Communicate proactively with customers, including guiding them through decisions and managing tough conversations when needed.
- Maintain detailed documentation, status updates, and accuracy across Salesforce and internal systems.
- Identify risks or blockers early and drive swift resolution across teams.
- Collaborate cross-functionally with Sales, Product, and Customer Success to ensure smooth transitions from kickoff to go-live.
- Contribute to improving onboarding processes, playbooks, and systems as XILO scales.
Who You Are
- 2–4 years of experience in customer onboarding, implementation, or technical account management within B2B SaaS.
- Strong ability to gather and translate complex requirements into structured tasks for engineering.
- Hands-on experience configuring or implementing a technical product involving workflows, integrations, or custom configuration.
- Exceptional communicator — confident, articulate, and comfortable leading calls with executives and frontline users.
- Highly organized, Type-A operator who manages timelines, tasks, and communication with precision.
- Skilled at managing customer expectations and navigating difficult conversations.
- Thrives in a fast-paced, high-growth environment and takes full ownership of outcomes.
- Comfortable working cross-functionally and influencing without authority.
Bonus Points For
- Experience in insurance, financial services, or other regulated vertical SaaS markets.
- Experience with workflow automation or AI-driven products.
- Familiarity with Salesforce or similar CRM/CS tools.
Why Join XILO
- Play a critical role in shaping how XILO delivers high-quality onboarding at scale.
- Directly influence how customers adopt and realize value from a rapidly growing AI-driven platform.
- Work alongside a visionary team and top-tier investors.
- Competitive total rewards package with strong equity upside.
- A culture that values ownership, growth, and customer obsession.
