Implementation Manager, Customer Success

Canada

About Flipp

Flipp partners with the largest North American retailers and brands to deliver local promotions and savings to millions of engaged shoppers daily, driving superior returns on investments.

We help people make smarter shopping decisions with autonomy and accountability. With rising living costs, Flipp's mission is crucial. Our Shopper Consideration Platform allows retailers and manufacturers to create digital experiences from their savings & deals content, aiding shoppers in deciding what to buy and where to buy it. Together, we make a difference.

In 2024, Flipp joined forces with the European company Shopfully , creating a global leader in the sector. Together, we reach 400 million households and serve over 1,000 top retailers and brands across 27 markets, including Europe, Canada, the USA, Latin America, and Australia.

Our five principles, Progress Over Perfection, Clarity Through Transparency, Learn Loudly, Challenge with Empathy, and Always Build Better, bring a relentless progress mindset to life. They’re not just slogans, but they’re the behaviours we expect, reward, and hold ourselves accountable to. You'll be equipped to make an impact, realize your potential, and stay inspired every step of the way.

The Customer Success Implementation Manager owns the entire journey of bringing solutions to life for clients. From the initial planning and scoping to launching, the Implementation Manager serves as the main point of contact during the implementation journey. This position involves guiding clients with expert advice, tackling issues proactively, and ensuring every project is completed efficiently, on time, and to top-quality standards.



The Implementation Manager will support internal stakeholders across the organization in launching current products from concept development to deployment, work closely with cross-functional teams to design, plan, execute, and build feasible, scalable solutions that fulfill Flipp's vision, and drive program success by applying deep technical knowledge, program management best practices, and strong communication skills to ensure alignment between stakeholders, product teams, and engineering.

What you'll get the opportunity to do:

Drive Revenue and Build Relationships

- Lead implementation processes from kickoff to go-live, understand client objectives and configure product solutions to meet their business needs, owning internal system integrations and required vendor management.
- Build and maintain relationships with internal and external stakeholders to drive collaboration and alignment throughout the onboarding process.
- Drive customer engagement and adoption by delivering onboarding, training, and strategic guidance.
- Design and optimize implementation processes to improve efficiency, scalability, and customer satisfaction.
- Monitor implementation progress, proactively identify risks, and elevate as necessary. Collect feedback and insights to drive continuous improvement in onboarding processes.
- Anchor the delivery of a solution; ensure deadlines are met,



and champion the communication to key stakeholders on a project.
- Lead and provide direction to Implementation Specialists for the execution of implementation and ongoing projects.
- Serve as an escalation point for complex customer implementation and delivery issues and work to resolve them swiftly.
- Own early product adoption onboardings to support building end to end workflows that enable long term functionality and scalability.
- Holding internal stakeholders accountable to deliverables, timelines, etc. to ensure projects and onboardings stay on track.

Product Knowledge & Development

- Be a subject matter expert in Flipp+Shopfully products within the Customer Success portfolio and how to utilize them to achieve business goals. Understanding how we can streamline and improve processes.
- Evaluate existing processes, propose and lead initiatives to improve efficiency and enhance overall team productivity. Driving standardization and process improvement, outsourcing or automating manual processes and focusing on scaling existing processes.
- Develop training programs and onboarding materials to support the growth and performance of the implementation team and additional internal/external stakeholders.
- Synthesizing data observations into actionable insights, taking a proactive approach to shape and influence stakeholder expectations and strategy.
- Advocates for product features and improvements as the voice of the customer and works cross-functionally with internal product teams to champion change. Acts as a voice of the customer, consolidating external feedback, sharing with the appropriate product teams to drive action and innovation.

📌 Implementation Manager, Customer Success (Canada)
🏢 Flipp
📍 Canada