Provides primary evening and weekend customer support through email, chat, and phone. Responsibilities include troubleshooting product and account issues, managing ticket queues, documenting interactions, maintaining customer data, performing imports and migrations, and supporting implementation handoffs. During quieter periods, the associate updates help content, assists with billing tasks, conducts research, and supports internal operations. The role is fully remote and designed to provide a pathway into implementation, customer success, or systems and data work.

Own end-to-end implementation and post-sale success for 2–3 enterprise SaaS accounts. Configure workflows, lead discovery, change management, training, adoption, account health, renewals, and expansion. Build scalable implementation playbooks, templates, and documentation while partnering with Product and Engineering on customer feedback and adoption blockers. The role is remote or hybrid in the Bay Area and requires approximately 10–15% travel to customer sites.

Lead end-to-end SaaS implementations from kickoff through go-live and customer handoff. Responsibilities include workflow discovery, platform configuration, automation design, integrations, data migration, testing, training, documentation, project tracking, and troubleshooting. The role requires managing multiple customer implementations, translating operational processes into software configurations, and collaborating with Customer Success, Product, Engineering, and Support teams.