Implementation Specialist

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.
• Cross-functionally coordinate 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
• In-Office Lunch & Dinner Provided
• Hybrid NYC office culture (3 days in-office/week) with direct access to leadership

Company Culture

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.