Implementation Specialist - Customer Success
New
Remote (U.S.)Full-TimeMiddle
Salary not disclosed
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Job Details
- Required Skills
- Project ManagementConfluenceSlackCRM
Requirements
- Project management discipline (written plans, owners, dates, status updates)
- Client-side presence (leading client kickoffs, coaching ops leads)
- Operator's bias for action (writing SOPs, building templates, guiding clients)
- Fluent in modern remote work stack (Confluence, Slack, Zoom, CRM)
- Comfortable in spreadsheets
- Experience in implementation, onboarding, technical project management, or client-facing solutions at a SaaS, fintech, proptech, title, escrow, or mortgage-tech company (nice to have)
- Experience onboarding lenders or national title agencies to a new vendor (nice to have)
- Prior work inside a high-growth, VC-backed company (nice to have)
Responsibilities
- Own new-client onboarding end to end, running kickoff, building mutual implementation plans, setting success criteria, and driving to first live order.
- Configure accounts and workflows in the Pippin portal (users, permissions, product catalog, report formats, invoicing/billing setup).
- Train client teams on the portal, order tracker, live chat, and report formats via live sessions, recorded walkthroughs, and written playbooks.
- Be the single point of accountability from sales handoff through transition to Client Success and Operations teams.
- Translate between client and operations, gathering product requirements, documenting client goals, and signing off on go-live.
- Build change-management plans for internal rollouts including readiness checklists, training materials, pilot cohorts, and success metrics.
- Instrument every rollout with clear KPIs (adoption, cycle time, error rate, turnaround time) and report progress to leadership.
- Manage the implementation of title-order workflows for new and expanding accounts.
- Partner with Ground Searchers network leads to pre-position capacity for large new accounts.
- Close the loop with QC to ensure commitment-ready output meets client's specific format and quality bar.
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