Senior Implementation and Support Manager

Senior Implementation And Support

Audyence is a high-growth B2B marketing technology company powering a two-sided marketplace that enables marketers to buy outcomes-based media from premium publishers with unprecedented control, transparency, and efficiency. Backed by industry insiders and trusted by some of the world's largest B2B brands, our platform is reshaping how demand generation is executed at scale.

Role Overview

This is the senior seat in Audyence's implementation and support function, and you are here to modernize it. The work happens every day and it happens well. What it does not have underneath it yet is much of a system, and building that is the half of the job that makes this role a senior one.

We are growing quickly, and this function has to grow with it by getting sharper rather than simply larger. So you rebuild the processes so they scale, you hold the quality bar while they do, and you put AI and automation wherever they genuinely make the work better instead of only faster. You will not be handed a playbook. You will write the one that outlasts you.

That means two jobs at once, and both are yours. You get customers live on the platform and you keep them unblocked, hands on, in the product, every day. And you, with the VP of CX, decide how that work gets done: what onboarding looks like for a large account against a small one, what the support queue runs on and what it promises, what gets recorded once so it never has to be answered again, and which recurring problems are training gaps rather than product gaps.

You work alongside an Enterprise Customer Success Manager (CSM) who owns the relationship, the strategy and the account's commercial forecast. You own whether the platform works. The boundary between the two is written down rather than negotiated case by case, and holding it is part of the job.

You report to the VP of Customer Experience (CX). Audyence is embedding AI at the core of how we build our teams, with an agentic layer designed to maximize what every person here can do, so this role is built for someone who already works that way and wants to go further.

Key Responsibilities

• You would rather build the system than be the system. The function exists, the structure around it mostly does not, and you read that as the appealing part rather than the risk. You are comfortable doing the work by hand this month so you can design it properly next month, and you can tell the difference between a process that is missing and a process that is missing on purpose.
• You already work with AI, and you want to work with it more. Audyence is embedding AI at the core of how every team operates. You have redesigned real work around it rather than simply tried the tools, you accept that the landscape shifts every few months, and you adapt without waiting to be told how.
• You teach rather than do, on purpose, even when doing it yourself would be faster. A large part of this job is handing capability to a customer instead of exercising it for them, and those are genuinely different skills. You are doing it well when customers need you less over time, not more, and you are comfortable being measured on that.
• You work from a queue and you like clearing it. Things arrive, you resolve them, they close. You answer first inside an hour even when the answer is only that you are looking into it. If you want open-ended project work with no defined finish, this is not that job.
• You turn a recurring problem into a permanent answer. The third time a question shows up you stop answering it and record it instead. You build the library that a customer can help themselves from, and you treat documentation, recorded walkthroughs and help-center content as outputs of the role rather than overhead sitting on top of it.
• You make the product better by the way you report on it. You file clear, specific tickets with the customer impact attached, you add to the case that already exists rather than opening a new one, and you can tell a product gap from a training gap and say which is which. When a shipped feature does not do what customers were told it would, you raise it rather than absorb it.
• You are steady about where the line is. Customers will ask you to run things for them, and some of it you should say yes to and most of it you should not. You can hold that boundary without making it a confrontation, and you would rather explain why the answer is a training session than quietly do the work and let it become permanent.

Qualifications

Required

• 5+ years in customer-facing technical support, implementation or solutions engineering at a B2B software company, including time spent shaping how that work gets done rather than only working inside someone else's process.
• Hands-on experience integrating external systems to our platform, and teaching customers how to do it and test it themselves.
• Demonstrated AI fluency in your day-to-day work. We care less about which tools you have used than about whether you have redesigned real work around them, and about your willingness to keep adapting as the landscape changes.
• Experience in B2B, preferably SaaS, in implementation or support roles, owning onboarding, customer training and change management.
• A genuine ability to teach. Much of this job is transferring capability to a customer rather than performing it for them.
• Experience building self-service content that people actually used: help centers, knowledge bases, recorded walkthroughs, written SOPs.
• Comfort working from a queue against a stated response time, and the judgment to decide what gets escalated and what gets solved where it stands.

Preferred (Nice-to-Have)

• Working fluency in B2B demand generation: lead generation programs, target account lists, audience and persona targeting, lead delivery and pacing.
• Ad tech, martech, a demand generation marketplace or another two-sided marketplace business.
• Hands-on experience integrating marketing automation platforms as an implementer, not only as a user. Marketo, Eloqua, Pardot or equivalent.
• Experience selecting or standing up a support ticketing system, and defining the categories, response targets and escalation paths that run on it.
• Experience designing onboarding that scales by account size rather than treating every customer the same.
• Experience as an early or founding support or implementation hire, or otherwise building a function from close to zero.

If you don't meet every qualification listed, we still encourage you to apply. Research shows that candidates who don't check every box often self-select out, even though they may bring valuable skills and perspectives. We're committed to building a diverse and inclusive workplace, so if you're excited about this role and think you'd be a great fit, we want to hear from you!

Compensation and Benefits

• Work from our beautiful downtown Austin office
• Competitive salary & performance-based bonus
• Equity in a fast-growing company
• Medical, Dental, Vision for employees and family
• 401k
• Monthly Stipends for:
• Health & Wellness
• Home Internet
• Cell phone
• Child/Pet Care
• Commuter perks

We truly embody our values and live it through the culture we are creating at Audyence.

• Think Big Dream boldly and push boundaries
• F.I.T.F.O. (Figure It The F* Out) Be resourceful, figure things out independently, and keep momentum moving
• Earn Trust & Respect Operate with integrity and transparency in every interaction
• Take Agile Action Move quickly with clarity and confidence. Progress over perfection
• Be Customer Obsessed Solve real problems for real people. Always advocate for the user
• Take Ownership Step up, take accountability, and deliver results
• Be Resourceful Do more with less. Work smart, not just hard
• Prioritize Profitability Build a sustainable, capital-efficient company that lasts
• Execute with Quality Sweat the details and build with care. Excellence is the expectation
• Know Where You Stand Use data to measure performance and stay grounded in reality
• Share Knowledge with