Implementation Specialist (NY / EST)

Draftwise; New City (NY); Hybrid; USD 80,000 - 105,000; Full time

Job summary

Draftwise is seeking an Implementation Specialist based in NYC or East Coast to own the technical onboarding experience for new customers. You will manage the end-to-end implementation process, ensuring successful deployments for our North American client base.

A successful candidate will have over 3 years of experience in implementation at a B2B SaaS company and be comfortable navigating technical configurations without immediate engineering support. Join a small team and make a significant impact!

Qualifications

• 3+ years in implementation or technical onboarding at a B2B SaaS company.
• Comfortable with SSO and identity configurations.
• Strong communicator for IT sessions and status calls.

Responsibilities

• Own implementations from kickoff to production-ready deployment.
• Coordinate with IT on identity configuration and add-in deployment.
• Troubleshoot integration issues and maintain accurate status in Salesforce.

Skills

Implementation experience

Technical onboarding

Communication skills

Problem-solving

Cloud storage deployment

Tools

Salesforce

iManage

NetDocuments

SharePoint

Job description

About The Role

Draftwise is growing its implementation function to support an expanding enterprise customer base across North America. We're looking for an Implementation Specialist based in NYC or East Coast to own the technical onboarding experience for new customers from contract signature through a live, production-ready deployment. The playbooks and processes are established -- you'll own the North America customer base and be the accountable point of contact in the timezone.

What You’ll Do

• Own implementations end-to-end: internal handoff, kickoff, environment setup, DMS/SSO/add-in configuration, document ingestion, user registration, and CS handoff
• Owns outcomes, not just tasks -- when something’s broken, fixes it; when something’s missing, builds it
• Serve as the primary customer-facing POC through platform readiness for Scale accounts; co-own the technical track alongside CSMs on Enterprise accounts
• Coordinate with IT contacts at law firms on identity configuration, DMS indexing, and add-in deployment (iManage, NetDocuments, SharePoint, Microsoft Office)
• Troubleshoot integration issues, elevate to Engineering with clear problem statements, and close the loop with customers
• Maintain accurate implementation status in Salesforce and Linear; keep internal stakeholders informed without requiring them to ask
• Contribute to playbooks and documentation that make the implementation motion repeatable
• Surface friction from implementations back to the team -- on the product, the process, or both

What We’re Looking For

• 3+ years in implementation, solutions engineering, or technical onboarding at a B2B SaaS company
• Comfortable navigating technical configurations (SSO, identity providers, cloud storage, enterprise software deployment) without needing Engineering in the room
• Strong communicator -- you can run an IT working session and a stakeholder status call in the same week
• You build structure where there isn’t any, and don’t wait to be told what to do
• Good judgment about when to elevate vs. when to figure it out yourself
• Based in NYC or able to work EST hours

Nice to Have

• Experience with legal technology or law firm IT environments
• Familiarity with document management systems (iManage, NetDocuments, SharePoint)
• Experience working cross-functionally with Sales, CS, and Product at an early-stage company

Why This Role

Small team, real ownership, concrete outcomes. Customers go live because of you. There’s room to shape how this function scales as Draftwise grows across North America.