Implementation Manager

About Broccoli Broccoli AI is building the future of customer service for the trades. Our AI voice agents help plumbing, HVAC, and electrical businesses deliver fast, reliable, and empathetic support around the clock. Our mission is simple: to democratize great customer service so every contractor, no matter their size, can give customers the experience they deserve. About the Role As an Implementation Manager at Broccoli, you’ll own the onboarding experience for new customers—from setup to success. You’ll be the bridge between our AI agents and real-world HVAC, plumbing, and electrical businesses, making sure every contractor goes live smoothly, sees results fast, and gets real value from day one. This is a hands-on, high-impact role where you’ll work closely with customers, product, and engineering to bring AI into the workflows of some of the fastest-growing service businesses in the country. Your Core Responsibilities Lead onboarding for new customers, setting up their AI agents to handle calls, book jobs, and integrate with CRMs like ServiceTitan. Customize prompt flows and voice logic to match each business’s tone, processes, and goals. Train owners and office managers on best practices, troubleshooting, and ongoing optimization. Monitor early adoption closely, identify risks, and ensure accounts hit key milestones in the first 30–60 days. Collaborate with product and engineering to share customer feedback and improve AI behavior and workflows. You Might Be a Fit If You Have 3+ years in onboarding, customer success, or technical implementation—ideally at a fast-paced SaaS, automation, or AI company. Are a strong communicator who can make AI and technical concepts simple for non-technical users. Are organized and process-driven, able to manage multiple accounts in parallel and refine onboarding playbooks. Thrive in ambiguity and speed—you move fast, solve problems proactively, and help define how we scale.