Customer Success and Implementation Specialist

Role overview

This position is a customer-success-oriented implementation and enablement role focused on helping clients realize long-term value, increase product adoption, and remain with the business over time. It combines post-sale relationship ownership with onboarding, training, and rollout support. The role is client-facing and tied to revenue outcomes, but it does not include people management.

Compensation is listed at $65,000 to $75,000 plus bonus based on NRR. The package also includes 10 PTO days, 5 sick days, and company holidays.

Primary customer success responsibilities

• Take responsibility for the relationship after the sale and act as a dependable advisor centered on adoption, retention, and growth.
• Create and manage account success plans that align customer goals with safety-related objectives.
• Track usage patterns, health metrics, and engagement behavior to spot risk early and put mitigation steps in place.
• Run regular customer reviews and check-ins to demonstrate value and uncover growth possibilities.
• Assist with renewals by sharing performance data, adoption results, and customer success documentation.
• Work with the sales team to identify upsell and cross-sell opportunities based on product usage and customer maturity.
• Help improve GRR and NRR through proactive account management and measurable adoption initiatives.
• Escalate concerns at the right time and bring in the needed internal teams to protect customer outcomes.

Onboarding and enablement responsibilities

• Own onboarding from start to finish, including configuration, environment preparation, device coordination, and launch planning.
• Set pilot and deployment success measures together with the sales team.
• Deliver training for administrators and end users, and build practical enablement resources and quick-start guides.
• Keep onboarding plans, milestones, and documentation current in HubSpot and other internal tools.
• Coordinate with client-side teams to manage joint implementation work and timelines.
• Help build repeatable onboarding playbooks, templates, and enablement content that can scale.

Qualifications

• 3 to 5 years of experience in customer success, account management, onboarding, or SaaS implementation.
• Proven ability to improve adoption, retention, and expansion outcomes.
• Strong communication skills at the executive level, including the ability to lead business reviews and talk through results and objectives.
• Comfort managing several customer accounts at once.
• Experience with CRM and reporting tools for monitoring customer health and usage trends.
• Capability to switch between strategic relationship management and hands-on onboarding tasks.

Additional information

This is a full-time onsite role in the Salt Lake City Metropolitan Area. The position is focused on long-term customer value, implementation success, and measurable revenue impact.