Implementation & Enablement Manager, Strategic Accounts (North America)

StructureFlow; New York (NY); Hybride; USD 90 000 - 140 000; Plein temps

Avantages offerts par ce poste

Healthcare (medical, dental, vision)

401(K)

Flexible working - remote + travel

PTO/leave - 25 days

Résumé du poste

StructureFlow is seeking a North America Client Success partner to onboard, train, and support our largest strategic accounts across North America, with in-region delivery and on-site visits as needed.

You will collaborate with the UK Client Success team, run end-to-end onboarding, design trainings, and build scalable enablement assets while traveling regularly to client sites and maintaining strong relationships with executive sponsors.

Qualifications

• Experience in LegalTech or professional services SaaS is required.
• Experience building training curricula or knowledge bases is essential.
• Familiarity with CRM and CS tooling (HubSpot, Salesforce, Intercom, Zendesk) is required.

Responsabilités

• Provide end-to-end onboarding and adoption training at strategic accounts.
• Lead in-region delivery and support pilots, coordinating with UK CS team.
• Deliver in-person and remote training to lawyers, paralegals, and senior professionals.
• Triage, resolve, and escalate client issues to ensure rapid value realization.
• Create scalable enablement assets (guides, FAQs, training materials).
• Maintain accurate records in CRM/CS tools and coordinate with commercial leads.

Connaissances

B2B SaaS onboarding

Training delivery to senior pros

CRM/CS tooling familiarity

Outils

HubSpot

Salesforce

Intercom

Zendesk

Description du poste

StructureFlow is the AI-powered structural intelligence platform that helps legal, finance, tax, and corporate teams model and communicate complex projects, structures and transactions. We're building out North American Client Success capacity so our largest clients have a named, on-the-ground partner for onboarding, training, and day-to-day delivery.

The role

You'll work with our largest strategic accounts in North America, owning everything that turns a signed contract into confident, active users: structured onboarding, adoption training, and responsive support in the client's time zone.

You'll work in a pair. Each strategic account has a commercial lead who owns the relationship, the renewal, and any expansion. You own delivery. That split is deliberate. It gives the client a named contact for the work itself, and it means you're never selling to the people you're training.

You'll also be the North American point of contact for our UK Client Success team, picking up requests that need someone in-region, and you'll support pilots at strategic accounts through to conversion.

This is a role for someone who wants to be in the room. You'll be on client sites when needed, running sessions with partners, associates, analysts and support teams, and you'll need to enjoy that.

What you'll do

• Support pilots at strategic accounts, then continue as delivery lead once the account converts
• Run end-to-end onboarding at strategic accounts, from kick-off through go-live
• Design and deliver training for end users, power users, and champions, in person and remotely
• Help clients embed StructureFlow into live matter and project work, not just complete a checklist
• Act as the in-region contact for requests routed from the UK Client Success team
• Provide high-quality support: triage, resolve or escalated, and close the loop
• Build enablement assets - guides, FAQs, training materials - that scale beyond the accounts you touch
• Run proactive early-life check-ins and watch adoption signals through the first 30-90 days
• Feed voice-of-customer insight to Product and Client Success
• Partner with the account's commercial lead on planning and account reviews, without owning commercial outcomes
• Keep accurate records in our CRM and CS tools

Success looks like

• Predictable, high-quality onboardings and strong time-to-value at strategic accounts
• Trained champions who drive adoption inside their own firms
• Adoption spreading beyond the initial team or practice area
• Strong health indicators on onboarding and support
• A repeatable North American onboarding and enablement playbook

• 3-5+ years in B2B SaaS implementation, onboarding, or enablement and training
• Experience delivering training to legal professionals, or to a comparably senior professional audience. You don't need a JD, but you do need to have held a room of people at that level.
• Working knowledge of how legal or professional services teams operate: paralegal, company secretarial, law firm training, KM or innovation backgrounds are all strong routes into this role.
• Confidence presenting live and running training that changes how people work
• Genuine interest in teaching and in technology, and satisfaction in watching a client actually get value from a product
• Strong project discipline across multiple concurrent accounts
• Empathy for sophisticated users with varying tech comfort
• Clear written communication and documentation habits
• Willingness to travel regularly across North America, including at short notice
• Right to work in the United States

Essential

• LegalTech or professional services SaaS experience
• Experience building training curricula or knowledge bases
• Familiarity with CRM and CS tooling (HubSpot, Salesforce, Intercom, Zendesk)

Desirable/not required

• JD or practising lawyer background
• Deep corporate or transactional law expertise - you'll learn StructureFlow and the core use cases here

This role is not

• A commercial CSM role with renewal or expansion ownership
• A sales engineering or pre-sales role - our sales team runs its own demos
• People management
• A ticket queue - training and onboarding ownership is the core of it

• Competitive salary and performance-based bonus.
• Generous PTO policy - 25 days is standard for our global team
• Healthcare (medical, dental, vision)
• 401(K)
• Flexible working - a combination of remote work, and business travel
• Learning & Development budget
• Opportunity to join a dynamic, early-stage startup in our mission to transform how legal, professional services firms and alternative finance funds master complexity
• High impact work that really matters - success in this role will drive our company forward and have an outsized impact on our business and clients