Customer Success & Implementation Specialist

Socket.dev; United States; On-site; USD 65,000 - 100,000; Full time

Job summary

Dill is seeking a customer success professional to own the post‑sale experience, train distributors, and maintain strong relationships. This role blends structured processes with genuine relationship building for blue‑collar, non‑technical customers.

You’ll handle onboarding, training, and ongoing support while collecting actionable feedback for product and engineering. East Coast hours are preferred; prior B2B software CS experience is a strong asset.

Qualifications

• Customer success, implementation, or support experience at a B2B software company.
• Familiarity with ERP or accounting systems (Epicor, Infor, Sage).
• Experience in construction, industrial, or wholesale distribution is a plus.
• Comfortable communicating with non-technical customers and translating feedback.

Responsibilities

• Train new customers on Dill platform and workflows.
• Lead end-to-end onboarding using onboarding checklists.
• Provide product tutorials to customers and end customers where relevant.
• Run regular check-ins to ensure customers derive value from Dill.

Skills

People skills

Patience

Communication

Detail oriented

Phone etiquette

Product-minded

Timely responsiveness

Education

Experience in customer success or support at a B2B software company

Tools

ERP systems (Epicor, Infor, Sage)

Job description

About Dill

Dill is revolutionizing payment, AR and trade credit for the construction materials industry. Material suppliers, distributors, and wholesalers are some of the most important stakeholders in the industry but are often the last to get paid. You’ll be joining a YC backed, fast-growing company with a second‑time founder (previous exit in construction technology).

The Role

You’ll be part of the team that owns the customer experience after the contract is signed: getting new distributors live on Dill, training their team, keeping the relationship healthy over time, and handling day‑to‑day support. This is fundamentally a customer success role, but you'll need enough product fluency to train well and to translate customer feedback into something useful.

This role is a mix of structured process (checklists, playbooks, logging) and genuine relationship‑building with blue‑collar, non‑technical customers who value patience and plain talk over jargon.

What You’ll Do

Implementation

• Training: walk new customers through the platform and workflows so their team is confident using Dill.
• Launch: run our onboarding checklist end‑to‑end for new customers, keeping projects on track and on schedule.
• Product tutorials: teach customers (and their end customers, where relevant) how to use Dill's platform and tools.

Customer Success

• Run ongoing check‑ins with customers to make sure they're getting value and using Dill correctly.
• Field additional training needs as they come up, and log what you're seeing.
• Surface technical issues and product feedback, log them clearly, and report patterns back to product and engineering — including your read on the underlying need behind a request, not just what the customer literally asked for.

Customer Support

• Be the first line of support for customers via phone and email.
• Troubleshoot common issues; log and elevate technical issues and product feedback to product and engineering.

What We’re Looking For

• Personable and patient — you enjoy talking to people, including non-technical customers.
• Product-minded, in service of customer success.
• Highly responsive — customers get a fast reply, whether it's a missed call, an email, or a Slack ping from your colleague. You don't let things sit.
• Detail-oriented and structured — you keep good notes, follow checklists, and don't let things fall through the cracks.
• Comfortable on the phone — you're not thrown off by an unscheduled call from a customer.
• Preferred: Based on the East Coast (or able to work East Coast morning hours).
• Required: Prior experience in customer success, implementation, or support at a B2B software company
• Nice to have: familiarity with ERP or accounting systems (Epicor, Infor, Sage, etc.); experience in construction, industrial, or wholesale distribution; prior exposure to product or QA work.