Client Onboarding & Success Lead

Cranston; San Francisco (CA); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Health, dental, and vision benefits

Job summary

Cranston, a San Francisco–based AI company serving CPA firms, is hiring a Customer Implementation Lead to own the customer journey from signed contract through confident daily use. You’ll be the quarterback for each launch, turning goals into a clear plan, aligning internal and external teams, and leading training to ensure repeatable success.

You do not need accounting expertise at first, but you must be organized, curious, and comfortable with software.

Qualifications

• 3+ years in implementation, onboarding, customer success, or related roles for B2B software.
• Ability to manage several customer projects simultaneously without losing momentum.
• Clear, thoughtful communication with executives, operators, and technical teammates.
• Comfort learning new software quickly and translating workflows into simple plans.
• Strong teaching ability to guide customers without leaving them behind.
• High ownership, follow-through, and early risk elevation.
• Curiosity about accounting and finance, even without prior professional experience.
• Willingness to work in person with the San Francisco team and travel occasionally.

Responsibilities

• Own onboarding for new accounting-firm customers from discovery to go-live and early adoption.
• Run discovery sessions, define scope, map milestones, assign owners, and set success measures.
• Create practical implementation plans to keep Cranston and customers moving together.
• Coordinate configuration, data collection, testing, training, and launch readiness across concurrent projects.
• Lead customer kickoffs, working sessions, updates, and training for partners, managers, preparers, bookkeepers, and admin staff.
• Track risks and dependencies; surface issues early and drive to resolution.
• Diagnose workflow issues inside the product and coordinate with product/engineering for improvements.
• Create onboarding playbooks, templates, and repeatable operating rhythms for scale.
• Bring customer feedback to product/engineering with concrete examples and recommendations.
• Support a smooth transition from onboarding to ongoing customer success and expansion.
• Travel occasionally when being in the room improves outcomes.

Skills

Onboarding

Project management

Communication

Software fluency

Attention to detail

In-person collaboration

Travel readiness

Tools

CRM software

Job description

Cranston, a San Francisco–based AI company serving CPA firms, is hiring a Customer Implementation Lead to own the customer journey from signed contract through confident daily use. You’ll be the quarterback for each launch, turning goals into a clear plan, aligning internal and external teams, and leading training to ensure repeatable success.

You do not need accounting expertise at first, but you must be organized, curious, and comfortable with software.