Implementation Specialist

Job Title: Implementation Specialist (SaaS)

Location: Remote (PST)

Type: Fulltime

Job Summary

We are seeking a proactiveImplementation Specialistwith a strong background in bookkeeping and accounting to join our this role you will function as a specializedSMB Customer Success Manager guiding our small to mid-sized accounting firm clients through their critical first 90-100 days. You will be the primary architect of the customer journey ensuring new firms are successfully onboarded trained and positioned to realize immediate value from our SaaS platform.

Key Responsibilities

• Lead 60-minute initial onboarding sessions via Zoom to manage technical setup and provide foundational product training.
• Oversee the implementation process for a dedicated portfolio of SMB clients typically firms managing 10-50 monthly accounts.
• Conduct subsequent sync calls (15-45 minutes) focused on advanced feature training team-wide workshops and workflow reviews.
• Act as the dedicated point of contact for all customer inquiries during the onboarding phase to ensure high retention and renewal rates.
• Document customer feedback and specific feature requests to directly inform the product roadmap.
• Coach clients on industry best practices to ensure they integrate the software into their daily bookkeeping workflows effectively.
• Monitor client health during the first 100 days to proactively address roadblocks and ensure long-term platform adoption.
• Contribute to the improvement of internal onboarding playbooks and training resources.
• Assist clients with basic account configurations and data integration during the implementation window.
• Partner with Product and Engineering teams to communicate common client friction points and technical needs.
• Regularly synthesize client success stories and pain points for executive-level review.
• Foster trust and rapport with firm owners to transition them smoothly from sales to long-term account management.

Required Skills & Qualifications

• Required professional experience in bookkeeping and accounting.
• 2 years in a customer-facing SaaS role (Implementation or Success)
• Experience working with SMB firms (10-50 clients/month scale).
• Exceptional verbal and written skills for high-frequency video training.
• Comfortable and productive in an Individual Contributor (IC) capacity.
• Professionals with hands-on experience in the following toolsets will be highly prioritized; Salesforce Gong (CRM & Sales Engagement) Slack Google Suite Notion Loom (Communication & Collaboration) Quickbooks Xero (Accounting & Financial) Intercom Calendly (Customer Support & Success) Zapier ReTool Text Expander (Automation & Internal Ops) and Canva (Design).
• Must be a proactive learner who can quickly adapt to well-defined internal processes.
• Should be driven by client success and the ability to solve problems in real-time.
• Must be capable of managing multiple client implementations simultaneously without loss of quality.
• Should be knowledge of tools like Zapier to help clients streamline workflows.
• Pacific Time Zone preferred (East Coast hours also accepted)

Required Skills:

Bookkeeping