Technical Implementation Manager

Technical Implementation Manager

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 Technical Implementation Manager to lead the onboarding of SMB and mid-market clients onto the XILO platform. This is a hybrid role that sits at the intersection of project management, technical configuration, and customer success. You'll own the full implementation lifecycle — from discovery and requirements gathering through platform setup, integrations, training, and go-live — while serving as the primary point of contact for your customers throughout.

The ideal candidate is equally comfortable configuring a third-party integration and leading an executive-level training session. You don't need to write code, but you need to genuinely enjoy getting into the technical details of how systems connect and how platforms are configured.

Key Responsibilities

• Own end-to-end customer onboarding as the project lead, managing timelines, expectations, and deliverables from kickoff to go-live.
• Conduct hands-on technical implementation: configure the XILO platform, set up customer workflows, and manage integrations with third-party systems.
• Partner with XILO's product and engineering teams to scope and deliver custom feature work when customer needs require it.
• Lead discovery sessions to deeply understand customer workflows, diagnose pain points, and translate requirements into structured implementation plans.
• Guide customers through change management — run live training, build internal champions, and drive adoption across end-user teams.
• Communicate proactively with customers, managing expectations and navigating difficult conversations with clarity and confidence.
• Maintain accurate documentation, project status updates, and records across internal systems.
• Identify risks and blockers early and drive resolution across teams.
• Contribute to improving implementation processes, playbooks, and tooling as XILO scales.

Who You Are

• 2–4 years of experience in technical implementation, onboarding, or solutions delivery within B2B SaaS.
• Hands-on experience configuring SaaS platforms — workflows, integrations, data mapping, or similar. No coding required, but technical comfort is essential.
• Highly organized and detail-oriented. You manage complex projects with multiple moving parts and nothing falls through the cracks.
• Strong customer presence — you lead trainings confidently, establish trust with executive and frontline stakeholders alike, and handle tough conversations with calm and clarity.
• Skilled at translating customer requirements into structured plans and clear specs for engineering teams.
• Naturally curious — you ask good questions, dig into the details, and uncover nuances others miss.
• Thrive in a fast-paced, high-growth environment and take full ownership of customer outcomes.

Bonus Points For

• Experience in insurance, financial services, or other regulated vertical SaaS markets.
• Familiarity with workflow automation or AI-driven products.
• Experience with Salesforce or similar CRM/CS tools.

Why Join XILO

• Play a critical role in shaping how XILO delivers high-quality implementations at scale.
• Work at the intersection of technical delivery and customer relationship — no two days are the same.
• 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.