Implementation Specialist

Maigrate; Pennsylvania; On-site; USD 65,000 - 90,000; Full time

Job summary

Maigrate is seeking an onboarding-focused Customer Success specialist to guide mid-market clients through setup, training, and go-live, acting as the primary contact from onboarding to post-implementation support.

You will train customer teams on AI tools, manage kickoff calls, and translate customer challenges into actionable briefs for engineering to address blockers and drive adoption.

Qualifications

• 2+ years in SaaS onboarding or customer-facing technical roles.
• Hands-on experience with AI tools including Claude; Claude Code and CLI preferred.
• Ability to translate customer problems to actionable engineering briefs.
• Experience with SaaS platforms, configurations, or integrations.
• Strong communicator; detail-oriented and personable.
• Familiarity with AI agent frameworks (e.g., Pydantic AI, Hermes) is a bonus.
• Experience with prompt engineering, context engineering, and agent harnesses is a strong plus.

Responsibilities

• Own onboarding as primary contact from setup to go-live.
• Lead kickoff calls, status updates, and transition to post-implementation support.
• Understand customer goals and tailor onboarding to drive ROI.
• Train customer teams on AI tools, workflows, best practices.
• Support early adoption and build confidence.
• Coordinate with engineering, translate customer challenges into briefs.

Skills

SaaS onboarding

Customer success

Technical support

Communication

Project management

Cross-functional collaboration

Prompt engineering

Context engineering

Education

Bachelor's degree in a related field

Tools

Claude (Code & CLI)

Lovable

Cursor

Replit

Zapier

n8n

Vercel

Pydantic AI

Hermes

AI gateways

Job description

About the Role

Maigrate builds AI-powered products for mid-market companies. We build lasting software, not one-time deliverables. We're early-stage, growing fast, and assembling the team that will define what AI-native software looks like for this market. The people who join now won't just build the product, they'll help shape how we operate and what we become.

What You'll Do

• Own the customer experience by serving as primary contact during onboarding - guide customers through setup, training, and go-live
• Lead kickoff calls, status updates, and transition to post-implementation support
• Deeply understand each customer's business challenges and goals - and tailor the onboarding experience around what actually moves the needle for them

Training & Enablement

• Train customer teams on AI tools, workflows, and best practices
• Hand-hold customers through early adoption - build confidence, not just competence
• Stay current on Maigrate's evolving solutions to effectively educate customers on new capabilities as they roll out

Technical Support & Problem-Solving

• Test, debug, and validate implementations before and after go-live
• Act as a proactive liaison between customers and the internal technical team - identify and address blockers before they surface as problems
• Translate customer challenges into clear, actionable briefs for engineering - you're the bridge between what the customer is experiencing and what the team needs to fix it
• Escalate complex technical or configuration issues to internal specialists when needed

Customer Success & Value Delivery

• Measure success by customer outcomes, not just go-live dates - adoption, usage, and ROI are what matter
• Proactively identify opportunities where customers could get more value from their AI stack
• Collect and share customer feedback with the internal team - what you hear in the field shapes what we build next

Project & Relationship Management

• Maintain project timelines and manage customer expectations
• Visit customers on-site as needed to support training and adoption

What We're Looking For

• 2+ years in SaaS onboarding, customer success, implementation, technical support, or a customer-facing technical role
• Hands-on experience with AI tools - including Claude (Claude Code and CLI experience preferred), Lovable, and familiarity with platforms like Cursor, Replit, Zapier, n8n, and Vercel is a strong plus
• Enough technical depth to get into the system - not just describe it
• Ability to understand customer challenges and work collaboratively with engineering to shape solutions
• Experience with SaaS platforms, system configuration, or software integrations
• A communicator who can make complex things feel simple
• Detail-oriented and personable - this role genuinely needs both
• Comfortable managing multiple customers and timelines without dropping the ball
• Familiarity with AI agent frameworks (e.g. Pydantic AI, Hermes) is a bonus but not required
• Experience with prompt engineering, context engineering, agent harnesses, and AI gateways for agent evaluation and observability is a strong plus
• Bachelor's degree in a related field preferred

Location Lawrence, New York, United States