Customer Implementation & Success Specialist

The Role:

As the Customer Implementation & Success Specialist, you will be the primary point of contact for customers post-sale, ensuring a seamless onboarding and implementation experience. You will coordinate across teams—working with customers, internal business leaders, and engineers to translate business needs into clear implementation steps.

This is a high-impact role where you will own end-to-end implementations, from onboarding to UAT and final deployment. Post-implementation, you will drive customer success efforts, ensuring customers fully adopt EasyBee AI’s solutions and continue to see value.

Additionally, you will collaborate cross-functionally to craft messaging that drives demand. Your efforts will include developing case studies and customer success stories, and fostering community engagement.

Responsibilities:

• Customer Onboarding & Implementation

  • Act as the primary point of contact for new customers, ensuring a smooth onboarding experience.
  • Develop a structured onboarding plan, setting expectations, milestones, and timelines for implementation.
  • Lead kickoff calls to gather business requirements and align stakeholders on project scope.
  • Work cross-functionally with engineering, product, and business teams to translate customer needs into implementation steps.
  • Track progress in Notion and Slack, ensuring accountability and transparency for both internal teams and customers.

• Customer Success & Adoption

  • Own post-implementation customer engagement, ensuring smooth transitions from deployment to day-to-day use.
  • Conduct regular check-ins, success reviews, and feedback sessions to ensure customers maximize the value of EasyBee AI.
  • Serve as a trusted advisor, proactively identifying opportunities for upselling or feature expansion.
  • Develop and maintain customer playbooks, FAQs, and knowledge bases to streamline the customer success process.

• UAT (User Acceptance Testing) & Quality Assurance

  • Coordinate and manage UAT sessions, both internally and with customers, to validate implementations.
  • Work closely with the engineering team to prioritize and resolve customer-reported issues before full deployment.
  • Ensure customer feedback is systematically documented and fed back into the product team for continuous improvement.

• Continuous Improvement & Process Optimization

  • Build and refine standardized implementation frameworks that can be scaled as EasyBee AI grows.
  • Establish and track KPIs related to onboarding time, customer retention, and feature adoption.
  • Identify gaps in current processes and propose data-driven solutions to enhance efficiency.

• Additionally, you will collaborate cross-functionally to craft messaging that drives demand. Your efforts will include developing case studies and customer success stories, and fostering community engagement.

Requirements:

• Experience in Implementation & Customer Success – You have worked in B2B SaaS, AI, or enterprise software and have managed customer-facing implementations.

• Project Management Skills – You are organized, detail-oriented, and can juggle multiple customer projects while meeting deadlines.

• Strong Communication & Relationship Management – You can translate technical concepts for business users and vice versa.

• Cross-Functional Collaboration – You have experience working with both technical and non-technical teams, ensuring smooth communication between engineers and business stakeholders.

• Process-Driven Mindset – You are passionate about building scalable workflows and playbooks for onboarding and customer success.

• Familiarity with Notion, Slack, and CRM Tools – Bonus if you have experience using HubSpot, Salesforce, or customer engagement platforms.