Implementation Lead (SaaS)

Location: Hybrid in New York City, with four days per week in-office at Herald Square and one remote day; one week per quarter may be worked from anywhere. Occasional travel is required for team off-sites and customer visits.

Salary: $70,000–$82,000 per year plus 0.05% equity.

Company

An AI-native operating system is being built for tutoring centers, music schools, and sports academies, replacing spreadsheets and legacy tools with a modern platform.

What you will do

• Own end-to-end customer onboarding from kickoff through successful launch.
• Partner with the data team to collect, clean, and migrate student, schedule, billing, and other customer data.
• Configure the platform around each customer's workflows and minimize time-to-value.
• Train owners, administrators, and instructors through live sessions, asynchronous content, and documentation.
• Provide frontline support, troubleshoot issues, and partner with Customer Success to improve retention.
• Identify product gaps from customer feedback and collaborate with Product and Engineering on improvements.

Requirements

• 1–4 years of experience in Customer Success, Implementation, Project Management, or a similar role.
• Strong problem-solving and organizational skills, with the ability to structure ambiguous problems.
• Comfort working with data in Excel or Google Sheets; SQL is a plus.
• Excellent communication skills for explaining complex workflows to non-technical users.
• High ownership, initiative, and willingness to work directly with small-business customers.
• Experience working in a startup or fast-paced, ambiguous environment.

Nice to have

• Experience with SaaS onboarding or implementation.
• Experience with SMB customers or in education and local services.

Culture & Benefits

• Competitive pay and meaningful equity.
• Office lunch and a stipend for work-related expenses.
• 100% company-paid benefits.
• Company retreats, off-sites, hackathons, and industry events.
• Collaborative, low-ego, high-ownership environment with a strong focus on customer impact.
• Fast-paced work with occasional evening and weekend availability for ad hoc customer needs.

Hiring process

• 15-minute behavioral interview.
• 45-minute take-home customer success exercise.
• Onsite interview in New York City to experience a day in the role.