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About the role
Key responsibilities & impact- Lead, coach, and develop a team of Product Specialists responsible for customer onboarding and implementation.
- Own team performance, workload allocation, capacity planning, hiring, onboarding, and career development in partnership with the VP of Customer Success.
- Define and continuously improve Ediphi's implementation methodology, playbooks, onboarding frameworks, and customer-facing processes.
- Build the systems, documentation, and training that enable the team to deliver consistent, high-quality implementations at scale.
- Continuously improve implementation processes to reduce time-to-go-live, increase early adoption, and improve customer outcomes.
- Partner with Customer Success to ensure a seamless transition from Sales through implementation and into long-term adoption.
- Track implementation performance, including time-to-value, adoption, customer health, team capacity, and implementation KPIs, using insights to improve delivery.
- Identify implementation risks early, manage escalations, and remove blockers for both customers and the team.
- Partner with Product, Engineering, and Data to improve implementation workflows, support product validation efforts, and ensure customer needs are represented.
- Travel to customer sites and team events as needed (approximately 20–30%).
Requirements
What you’ll need- 5+ years in implementation, professional services, or customer success at a B2B SaaS company, with at least 2 years in a people management or team lead role
- Demonstrated experience improving or scaling implementation processes in a high-growth environment
- Strong understanding of construction, estimating, or preconstruction workflows preferred; experience with platforms like Procore, OST, or similar estimating tools is a plus
- Proven track record driving fast time to value and measurable adoption outcomes across a portfolio of customers
- Strong project management skills with the ability to manage multiple customer engagements and team priorities simultaneously
- Clear, direct communicator and cross-functional collaborator, comfortable working with customers, executives, and internal stakeholders
- Data-driven approach to team performance and customer outcomes; uses metrics to make process and people decisions
- Experience with Salesforce, Notion, Mixpanel, or similar tooling preferred
Benefits
Comp & perks- Remote working environment (U.S. based)
- Competitive salary and stock options
- Unlimited PTO (and we actually encourage you to use it)
- Health, dental, vision, and life insurance
- Parental leave
- A phenomenal, remote-first team that deeply cares about creating great products
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Implementation MethodologyProcess ImprovementPerformance TrackingCapacity PlanningRisk Management
Soft Skills
Clear CommunicationCross-Functional CollaborationCoachingProblem Solving