Customer Implementation & Success Lead

KaiCalls; Northern (KY); Hybrid; USD 80,000 - 110,000; Full time

Job summary

KaiCalls is seeking a seasoned SaaS implementation and onboarding professional to turn qualified customers into active, successful users. You will own kickoff through verified activation, manage number setup, routing, SMS readiness, and training, and you will test the same route and device the customer uses.

You will maintain checklists, guidance, escalation paths, and activation reporting, with a focus on turning recurring onboarding friction into clear product requirements.

Qualifications

• 3+ years in SaaS implementation, onboarding, customer success, or solutions delivery.
• Calm, precise customer communication and strong written follow-through.
• Comfort troubleshooting phone settings, web products, and multi-step workflows.
• Evidence of improving activation or retention.

Responsibilities

• Own kickoff through verified activation, including number setup, forwarding or routing, business hours, fallback behavior, SMS readiness, and training.
• Test the same route and device the customer uses; keep configuration evidence separate from real-call proof.
• Maintain implementation checklists, customer guidance, escalation paths, and activation reporting.
• Turn recurring onboarding friction into evidence-backed product requirements.

Skills

SaaS onboarding

Customer success

Troubleshooting

Clear communication

Education

N/A

Tools

CRM

Telephony

Job description

The mission

Turn every qualified customer into a live, confident KaiCalls customer with a working number, verified routing, a successful real call, and clear next steps.

What you will own

• Own kickoff through verified activation, including number setup, forwarding or routing, business hours, fallback behavior, SMS readiness, and training.
• Test the same route and device the customer uses; keep configuration evidence separate from real-call proof.
• Maintain implementation checklists, customer guidance, escalation paths, and activation reporting.
• Turn recurring onboarding friction into evidence-backed product requirements.

What success looks like

• At least 85% of qualified customers reach a verified first successful call within seven days.
• Every activation has a complete receipt and an owner-confirmed outcome.
• Implementation handoffs produce no unowned customer tasks.
• English and Spanish onboarding are equally usable.

What we are looking for

• 3+ years in SaaS implementation, onboarding, customer success, or solutions delivery.
• Calm, precise customer communication and strong written follow-through.
• Comfort troubleshooting phone settings, web products, and multi-step workflows.
• Evidence of improving activation or retention.

Helpful, not mandatory

• Bilingual English and Spanish.
• Telephony, contact-center, CRM, or SMB SaaS experience.
• Experience building repeatable onboarding systems.

Compensation

The base salary range is $80,000-$110,000 USD for a US-remote employee. Final compensation will reflect role level, location policy, experience, benefits, variable compensation where applicable, and equity. Contractor arrangements are scoped separately.

How we evaluate

We use the same core evidence for every candidate: comparable outcomes, ownership, customer judgment, role skill, communication, and learning velocity. The process normally includes a short screen, a paid and bounded work sample, structured interviews, and reference checks.

Example paid work sample: Plan the activation of a bilingual home-services customer whose forwarding test failed. Produce the customer message, proof checklist, escalation decision, and recovery plan.

Your first 90 days

1. First 30 days: Learn the live activation route and shadow customer launches.
2. By 60 days: Own launches independently and publish activation metrics.
3. By 90 days: Reduce time-to-value and eliminate the three largest recurring activation failures.