Customer Onboarding Lead | Implementation & Activation

Scaffold; Austin, Northern (TX, KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Meaningful equity

Foundational early hire

Job summary

Scaffold in Austin is hiring its first Implementation Manager to lead the onboarding experience for every new customer, from kickoff through activation. You'll partner with the Implementation Engineer to keep projects moving while owning the relationship, communication, and momentum.

As the first in this role, you will shape the program with the Manager of Customer Experience, developing playbooks and best practices, and ensuring a smooth transition to Customer Success after activation.

Qualifications

• 5+ years in customer-facing roles with onboarding experience.
• Proven ability to manage multiple onboarding projects concurrently.
• Excellent written and verbal communication skills.
• Able to translate technical details for non-technical customers.

Responsibilities

• Lead onboarding from kickoff through activation against milestones.
• Own portfolio of onboarding engagements with timelines and stakeholders.
• Run kickoff calls with customers, the Implementation Engineer, and internal teams.
• Maintain onboarding project plans and provide regular status updates.
• Deliver live customer training sessions with supporting materials.
• Partner to refine onboarding program as the first Implementation Manager.
• Handoff activated customers to the ongoing Customer Success motion.

Skills

Onboarding leadership

Project management

Customer communication

Cross-functional collaboration

Training delivery

Time management

Job description

Scaffold in Austin is hiring its first Implementation Manager to lead the onboarding experience for every new customer, from kickoff through activation. You'll partner with the Implementation Engineer to keep projects moving while owning the relationship, communication, and momentum.

As the first in this role, you will shape the program with the Manager of Customer Experience, developing playbooks and best practices, and ensuring a smooth transition to Customer Success after activation.