Implementation & Customer Support

Role Overview

This role sits at the intersection of product adoption, onboarding, and ongoing client support. You will guide customers from their very first login through full operational use, making sure the product is configured correctly to match their workflows. You will also act as the first line of defense when users encounter obstacles, turning those moments into opportunities to strengthen trust and demonstrate value. Success in this position means customers not only stay with us but become advocates who expand their usage over time.

Key Responsibilities

• Lead the post-sales implementation process for new customers, configuring the product to align with their unique business processes and data requirements.
• Conduct interactive training sessions for customer teams, covering core workflows, best practices, and self-service options to reduce dependence on manual support.
• Serve as the primary escalation point for technical and usage questions, triaging issues accurately and coordinating with internal product or engineering teams to reach resolution.
• Monitor adoption signals such as login activity, feature usage, and ticket history to identify at-risk accounts and proactively reach out with targeted guidance.
• Build and maintain internal playbooks, FAQ documents, and step-by-step guides so that recurring onboarding and support scenarios are handled quickly and consistently.
• Collect feedback from customers during onboarding checkpoints and regular follow-ups, then translate that input into feature requests and improvement recommendations for the roadmap.
• Manage a portfolio of active implementations at different stages, communicating clear timelines, deliverables, and potential blockers to stakeholders on both sides.
• Support renewal and expansion efforts by demonstrating how the product is solving the customer’s original challenges and where additional value can be unlocked.

Requirements & Qualifications

• 2+ years of experience in a customer-facing implementation, onboarding, or customer success role, ideally within a SaaS or B2B technology company.
• Hands-on familiarity with project management and ticketing tools such as Salesforce, Jira, or Asana to track onboarding milestones, support cases, and customer health.
• Excellent written and verbal communication skills, with proven ability to explain technical features to non-technical end users in plain language.
• Strong problem-solving aptitude, including the ability to reproduce issues, isolate root causes, and document findings clearly for both customers and internal teams.
• Organizational discipline to juggle multiple onboardings, deadlines, and support requests simultaneously without losing sight of detail.
• Demonstrated empathy and patience when handling frustrated or confused customers, with a track record of turning negative experiences into positive outcomes.
• A bachelor’s degree or equivalent practical experience; relevant training or certification in customer success practices is a plus.