Customer Success & Implementation Manager

Essoflo; Northern (KY); Hybrid; USD 70,000 - 110,000; Full time

Job summary

Essoflo is seeking a Customer Success/Implementation professional to onboard new organizations, migrate procedures, and activate real-live processes. You will diagnose stalled accounts early in the 30-day window and drive adoption through structured training and compliance cycles.

You will also manage renewal discussions and translate insights into practical templates and guides. You should excel at reading client docs, writing clearly for customer teams, and advising when processes could be

Qualifications

• Experience owning customer success or implementation for a B2B product, including hands-on setup.
• Comfort in reading a client's documentation and uncovering undocumented steps.
• Clear writing where customer-facing content drives teams' reading material.
• Ability to advise customers when they are using a difficult or suboptimal approach.

Responsibilities

• Onboard new organizations, migrate existing procedures, and set up real, live processes.
• Identify stalled accounts within the first 30 days and take action.
• Drive adoption through training programs, compliance cycles, and reporting features.
• Manage renewals and expansion discussions with honest value assessments.
• Turn learnings into templates, onboarding guides, and product feedback with evidence.

Skills

Customer success ownership

B2B implementation

Hands-on setup

Read operational docs

Clear writing

Value judgment to advise customers

Onboarding operations for industries

Training material creation

Job description

• Onboarding new organizations: migrating the procedures they already have, setting up teams and roles, and getting a real process live rather than a demo one.
• The first thirty days. You would know which accounts have stalled before they tell you.
• Adoption past the first process: training programs, compliance cycles, and the assignment and reporting features that turn a document into something a team runs on.
• Renewals and expansion for your accounts, including the awkward conversation when one is not getting value.
• Turning what you learn into templates, onboarding guides and product feedback with evidence attached.

What we look for

• Experience owning customer success or implementation for a B2B product, including the hands-on setup work.
• You are comfortable inside someone else’s operation: reading their documentation, asking how the work really gets done, noticing the step nobody wrote down.
• Clear writing. Most of this job is written, and what you write becomes what the customer’s team reads.
• The judgment to tell a customer when they are doing something the hard way.

Nice to have

• Run onboarding for teams in operations-heavy industries: clinics, franchises, manufacturers, agencies.
• Built training material that outlived your involvement.

Optional. Not having these would not rule anyone out.

The first ninety days

By ninety days you would own onboarding for every new account and know, without checking, which of them have a process live and which are stuck.

How we hire

• 1 A thirty-minute conversation about the role and what you are looking for.
• 2 A longer conversation about work you have done.
• 3 A short exercise or working session, scoped and agreed in advance.