Implementation Specialist

What you’ll do:

• Join a high-performing, fast-growing Customer Success team in builder mode.
• Own customer implementations from kickoff through go-live, ensuring timelines, scope, and expectations are clear and met.
• Guide customers through product setup, configuration, and initial workflows, ensuring a smooth and positive onboarding experience.
• Partner closely with Sales to ensure clean handoffs and clear understanding of customer goals, use cases, and success criteria.
• Collaborate with Product, Engineering, and RevOps as needed to resolve setup issues and improve the implementation experience.
• Track implementation progress, risks, and dependencies to ensure nothing stalls or drops.
• Identify common implementation challenges and proactively contribute to documentation, playbooks, and process improvements.
• Support the transition from implementation to Customer Success, ensuring customers are well-positioned for adoption and long-term value.

What we’re looking for:

• Experience in Implementation, Customer Success, Solutions Consulting, Onboarding, or a related customer-facing role at a SaaS or technology-enabled company, or prior entrepreneurial or early-operator experience building and running processes in a scrappy, fast-moving environment.
• Demonstrated ability to take ownership, identify gaps, and move work forward without waiting for detailed direction, with comfort taking initiative and accountability in environments where structure is still being built.
• Strong project management and organizational skills, with the ability to manage multiple implementations at once.
• Clear and confident communicator who can guide customers through technical or product concepts in a simple, approachable way.
• Highly detail-oriented with a strong sense of ownership and follow-through.
• Builder mentality that thrives in early-stage environments with evolving structure and ambiguity.
• Comfort partnering cross-functionally and influencing without formal authority.
• Background in hospitality, service, or fast-paced customer environments is a plus, bringing a customer-first mindset and strong execution under pressure.