Client Success and Implementation Support Specialist

Wellzesta Inc.; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Wellzesta Inc. is seeking a Client Success & Implementation Specialist to guide eldercare customers from onboarding through long-term value realization. This remote role aligns with Eastern Time hours, with travel up to 30% across the United States.

You will lead new client implementations, deliver education and training, build strong stakeholder relationships, and partner with Product to improve adoption and features. A customer-focused, organized approach is essential.

Qualifications

• 2+ years of experience in customer success, onboarding, or education.
• Excellent written, verbal, and presentation communication skills.
• Strong relationship-building and organizational abilities.

Responsibilities

• Onboard new clients and drive long-term product adoption.
• Lead implementation projects from kickoff to go-live, coordinating timelines and deliverables.
• Deliver virtual and onsite training for community teams and staff.
• Develop implementation documentation and client education resources.
• Collaborate with Product, Marketing, Support, and the Client Success Manager to enhance adoption and success.
• Monitor adoption, engagement, and client health indicators to identify risks and opportunities.

Skills

Customer success

Training delivery

Communication

Education

Bachelor's Degree preferred

Tools

Google Workspace

Slack

Zoom

HubSpot CRM

Canva

Learning management platforms

Job description

Wellzesta offers health and wellness technology solutions that combat social isolation, nurture sales, and reduce employee turnover in eldercare. The Wellzesta platform is a comprehensive front-of-house engagement solution for senior living communities that involves resident- and staff-facing Apps, cloud-based backing services, and hardware for digital signage. Wellzesta’s engagement software for senior living increases operational efficiency by 10x through resident self-service, automation and workflows, so that communities can promote resident well-being and grow.

At Wellzesta, we believe that when people are healthy---emotionally stable, physically strong, spiritually grounded, and socially connected---they are more likely to realize their life’s purpose. We provide software platforms that give seniors (persons 65+) and caregivers that opportunity.

Wellzesta is experiencing exciting growth. And as a founder-funded company we don’t rely on outside investment to fuel our growth. Instead, we grow by actively re-investing our earnings in our products and our people—by being best in class.

Be part of a fast-paced, growing software company with a culture that embraces the highest quality work, collaboration, use of technical communication tools, creativity, and focus on whole-person wellness.

Location

Remote. This is a fully remote position. Typical working hours are aligned with the Eastern Time Zone (ET), with some flexibility based on business needs.

(Wellzesta is headquartered in Greenville, SC)

Reporting

This position reports to the Client Success Manager, with the Implementation & Support Team Lead providing direction and oversight of implementation-related activities.

Job Summary

Wellzesta is seeking an organized, enthusiastic, and customer-focused Client Success & Implementation Specialist to guide clients from implementation through long-term operational success. This role serves as the primary operational advisor to community project teams and frontline staff, ensuring clients successfully adopt Wellzesta and continue to realize increasing value from the platform over time.

The Client Success & Implementation Specialist leads new client implementations, delivers client education and training, builds strong relationships with operational stakeholders, ensures long-term product adoption success and executes client success plans in partnership with the Client Success Manager. Following implementation, the role remains engaged to support product adoption and operational success through ongoing education, promotion of new features and best practices, monitoring adoption and engagement, and using client data and feedback to identify opportunities to improve customer health and achieve success plan objectives.

Specific Responsibilities

As Client Success & Implementation Specialist, your primary responsibilities are to successfully onboard new clients, drive long-term product adoption, and promote operational success across an assigned portfolio of clients.

New Client Implementation

• Lead implementation projects for new clients from kickoff through successful go-live presentations.
• Coordinate implementation timelines, milestones, and client deliverables.
• Facilitate implementation of client platform environments, including user accounts, permissions, integrations, and hardware setup as needed.
• Deliver virtual and onsite training for community project teams and staff based on client requirements.
• Develop, update, and maintain implementation documentation, training materials, and client education resources as needed.
• Partner with client project teams to establish implementation goals, success metrics, and launch readiness.
• Coordinate go-live activities and post-launch follow-up to ensure a successful transition into ongoing client success.

Client Success & Product Adoption

• Build strong working relationships with client project teams, department leaders, and frontline staff.
• Partner with the Client Success Manager to develop and execute client success plans aligned with organizational goals, supporting overall client health, product adoption, and success plan objectives.
• Conduct regular operational success reviews focused on client goals, product adoption, engagement, and opportunities to increase value from the Wellzesta platform.
• Monitor product adoption, feature utilization, engagement trends, and other relevant client health indicators to identify opportunities, risks, and areas where additional support may be beneficial.
• Promote adoption of new features and functionality through client education, demonstrations, webinars, best practices, and targeted outreach.
• Deliver select ongoing client training webinars based on client needs and product updates, in partnership with the Implementation & Support Team Lead.
• Use client adoption data and feedback to recommend targeted education, workflow improvements, or other strategies to support client success and drive product adoption.
• Identify operational challenges affecting client success or product adoption and collaborate with the Client Success Manager to develop appropriate improvement strategies.
• Partner with the Product team to improve adoption reporting and develop useful data dashboards that provide greater visibility into client engagement and product utilization, and provide feedback on barriers to adoption and opportunities to improve new features and functionality.
• Share identified expansion opportunities with the Client Success Manager and support implementation of client product expansions.
• Gather client feedback, enhancement requests, and success stories to share with Product, Marketing, and the Client Success Manager.
• Coordinate client communications related to product releases and educational resources.
• Collaborate closely with Product, Marketing, Support, and the Client Success Manager to deliver an exceptional customer experience.

Key Performance Indicators

• Client Implementation Satisfaction (Implementation CSAT)
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS) - operational stakeholders
• Product Adoption and Feature Utilization

Education and Experience

• Bachelor's Degree preferred.
• 2+ years of experience in customer success, implementation, customer onboarding, training, account management, or education.
• Demonstrated ability to teach and facilitate engaging training sessions for both virtual and in-person audiences.
• Excellent written, verbal, and presentation communication skills.
• Strong relationship-building and organizational skills.
• Experience managing multiple client projects simultaneously.
• Comfortable using modern collaboration and productivity tools, including Google Workspace, Slack, Zoom, HubSpot CRM, Canva, and learning management platforms.
• Experience in SaaS, healthcare technology, or senior living is a plus.
• Self-motivated with strong attention to detail and a passion for helping customers succeed.

Travel Required

Travel of approximately 30% required throughout the United States to facilitate onsite training during client onboarding. Travel schedules will typically be planned well in advance.

Our Culture

As a company in the business of wellness, we strive for a wellness-oriented culture. We value healthy work-life balance through flexible scheduling, generous paid time off, and a collaborative remote work environment.

Our values are agility, ownership, empathy, and trust. We are a data-driven organization that believes in continually measuring outcomes, learning, and improving. Team members who are naturally curious, customer-focused, accountable, and committed to continuous improvement thrive at Wellzesta.