Customer Implementation Lead

About the Role

This role exists because demand is outpacing capacity. A seed-stage AI company building automation software for CPA and accounting firms has been signing customers quickly, and the co-founder who has been personally running every onboarding and training session can no longer keep up. The Customer Implementation Lead will own the full onboarding lifecycle from signed contract through confident daily use, build the repeatable processes that will carry the function forward, and serve as the primary point of contact for customers after go-live. This is a founding role for the implementation function, meaning the person who takes it will have real ownership over how it is built.

The ideal candidate has two to five years of full-time professional experience in customer onboarding or implementation for a B2B SaaS product. They are comfortable working directly with small business owners, running training sessions, triaging issues, and documenting what they learn so others can follow. They thrive in small, fast-moving, in-person environments, use AI tools as a natural part of their workflow, and do not need a lot of structure handed to them before they get moving.

Key Responsibilities

1. Own the full customer onboarding lifecycle from contract signature through confident daily use for accounting firms of roughly 5 to 50 employees
2. Meet with firm owners to scope onboarding requirements, understand who on their team will use the product, and determine the effort needed to get everyone live
3. Schedule and run training sessions for customer teams, including hands-on support with software installation and setup
4. Serve as the primary point of contact after onboarding, triaging and resolving customer questions and issues in a timely way
5. Build and document repeatable onboarding processes and playbooks as the founding member of the implementation function
6. Collect structured feedback from customer interactions and relay it clearly to product and engineering

Required Skills & Experience

• 2 to 5 years of full-time professional experience, counted from the first full-time role and excluding internships; this range is firm
• Direct experience managing customer onboarding or implementation projects for a software product
• B2B SaaS background; candidates without any B2B SaaS exposure are a significant yellow flag
• Comfort running training sessions and working directly with small business owners or firm principals
• Ability to build process from scratch with minimal structure or oversight
• Must be authorized to work in the United States without visa sponsorship of any kind; open to US citizens and green card holders only

Preferred Skills

• Experience as a founding or early CSM or implementation hire at a startup
• Familiarity with accounting, bookkeeping, or tax workflows, or experience selling or implementing into professional services firms
• Track record of building onboarding playbooks or documentation that others have used successfully
• Demonstrated comfort using AI tools as part of daily work