Implementation Specialist

PermitFlow; New York (NY); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive salary and equity

Comprehensive medical, dental, and vision coverage

Flexible PTO and paid family leave

Home office stipend

In-Office Lunch & Dinner Provided

Job summary

A tech-driven company is looking for an Implementation Specialist based in New York to manage customer onboarding for mid-market accounts. This hybrid role involves coordinating multiple stakeholders, leading training sessions, and ensuring product adoption. Candidates should have 1-3 years of experience in customer-facing roles at B2B SaaS firms. The company offers competitive salary, comprehensive benefits, and a flexible working environment with direct leadership access.

Qualifications

• 1-3 years of experience in customer onboarding, implementation, or customer success in a B2B SaaS company.
• Experience managing onboarding projects with multiple stakeholders and timelines.
• Demonstrated ability to drive adoption and time-to-value.

Responsibilities

• Own onboarding end to end for mid-market accounts from post-sale handoff through launch.
• Support enterprise implementations by owning specific workstreams.
• Serve as the main contact for customers during onboarding.

Skills

Customer onboarding

Implementation projects

Project management

Communication skills

Job description

Role Overview

As Implementation Specialist, you will report to the Vice President of Customer Success and support onboarding across PermitFlow’s mid-market and enterprise accounts. You’ll execute implementation plans from post-sale handoff through launch, serve as a day-to-day customer contact, and drive early product adoption. On enterprise accounts, you’ll partner closely with the Implementation Manager to own specific workstreams.

This is a hybrid role based in New York, with in-office days on Monday, Wednesday, and Friday, and up to 25% travel for customer onboarding and training.

What You’ll Do

• Own onboarding end to end for mid-market PermitFlow accounts, from post-sale handoff through successful launch and transition to Customer Success.

• Support enterprise implementations by owning specific workstreams (e.g., workspace setup, training delivery, stakeholder coordination) alongside the Implementation Manager.

• Serve as the day-to-day point of contact for customers during onboarding, proactively managing communication, expectations, and risk.

• Coordinate cross-functionally with Sales, Customer Success, Operations, Solutions Consulting, and Engineering to align priorities and resolve blockers.

• Lead training sessions for diverse customer stakeholders, including ops teams, sales reps, and executives, tailored to each group's needs.

• Drive product adoption and early value realization through enablement materials, weekly check-ins, and best-practice guidance.

• Track onboarding progress against key milestones and KPIs (e.g., engagement, time-to-value, launch readiness) and flag risks early.

• Build working knowledge of permitting workflows, municipality requirements, and common customer edge cases.

• Maintain, refine, and document scalable onboarding processes, playbooks, and templates.

What We’re Looking For

• 1-3 years of experience in customer onboarding, implementation, customer success, or a related customer-facing role at a B2B SaaS company.

• Experience managing onboarding projects with multiple stakeholders, cross-functional dependencies, and customer-facing timelines from kickoff to launch.

• Demonstrated ability to drive adoption and time-to-value, including leading live trainings, distributing enablement materials, and reinforcing product usage.

• Strong project management and communication skills, evidenced by running clear customer calls, maintaining onboarding trackers, and escalating risks proactively.

What We Offer

• Competitive salary and meaningful equity in a high-growth company

• Comprehensive medical, dental, and vision coverage

• Flexible PTO and paid family leave

• Home office & equipment stipend

• Hybrid NYC office culture (3 days in-office/week) with direct access to leadership

• In-Office Lunch & Dinner Provided

PermitFlow provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, gender expression, or family status, as protected by applicable law.

We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities. All employment decisions are based on merit, qualifications, and business needs.