Implementation Specialist
- Serve as the primary point of contact for new customers, delivering a welcoming and high-touch onboarding experience
- Build and execute custom onboarding plans tailored to each customer’s goals
- Manage multiple onboarding projects simultaneously (45–50 accounts)
- Lead live training sessions (1:1 and group) to educate customers on platform capabilities
- Guide customers through setup, configuration, and best practices
- Ensure customers are fully equipped to launch successfully
- Troubleshoot onboarding issues and coordinate with internal teams when needed
- Simplify technical concepts into clear, actionable guidance for customers
- Create and maintain onboarding resources and training materials
- Continuously improve onboarding workflows based on feedback and insights
- Monitor onboarding progress and maintain accurate records in CRM
- Drive strong outcomes tied to:
- Customer satisfaction (CSAT)
- Retention and churn
- Account growth
- Experience in customer onboarding, implementation, or customer-facing SaaS roles
- Strong communication skills—you can explain technical concepts clearly and confidently
- Excellent organization and ability to manage multiple priorities
- A proactive, solutions-oriented mindset
- Experience with CRM tools and onboarding workflows
- Experience with APIs, integrations, or data mapping
- Background in SaaS, POS systems, or marketing/loyalty platforms
- Experience in high-growth or fast-paced environments
- Fully remote role
- Company-provided equipment
- Must have a reliable, secure internet connection and professional workspace
- Comfortable being on camera for customer and team collaboration
- Be part of a fast-growing SaaS company in a unique and evolving space
- Work with a collaborative, high-performing, and supportive team
- Direct impact on customer success and company growth
- Clear path for advancement into Customer Success, Implementation Leadership, or Product roles
- Medical, Dental, Vision, and ancillary benefits
- 401(k) Company Match
- FLexible Time Off
- Home Office Benefit
- Paid Parental Leave
- Virtual Events
- Company Laptop
- and More!
Ready to Make an Impact?