Customer Success & Implementation Manager (EF-2420)

What you would do

Onboarding new organizations: migrating the procedures they already have, setting up teams and roles, and getting a real process live rather than a demo one.
The first thirty days. You would know which accounts have stalled before they tell you.
Adoption past the first process: training programs, compliance cycles, and the assignment and reporting features that turn a document into something a team runs on.
Renewals and expansion for your accounts, including the awkward conversation when one is not getting value.
Turning what you learn into templates, onboarding guides and product feedback with evidence attached.

Experience owning customer success or implementation for a B2B product, including the hands-on setup work.
You are comfortable inside someone else’s operation: reading their documentation, asking how the work really gets done, noticing the step nobody wrote down.
Clear writing. Most of this job is written, and what you write becomes what the customer’s team reads.
The judgment to tell a customer when they are doing something the hard way.

Run onboarding for teams in operations-heavy industries: clinics, franchises, manufacturers, agencies.
Built training material that outlived your involvement.

Optional. Not having these would not rule anyone out.

By ninety days you would own onboarding for every new account and know, without checking, which of them have a process live and which are stuck.

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Questions about this role or how we hire? Email support@essoflo.com.

What you would do

Onboarding new organizations: migrating the procedures they already have, setting up teams and roles, and getting a real process live rather than a demo one.
The first thirty days. You would know which accounts have stalled before they tell you.
Adoption past the first process: training programs, compliance cycles, and the assignment and reporting features that turn a document into something a team runs on.
Renewals and expansion for your accounts, including the awkward conversation when one is not getting value.
Turning what you learn into templates, onboarding guides and product feedback with evidence attached.

What we look for

Experience owning customer success or implementation for a B2B product, including the hands-on setup work.
You are comfortable inside someone else’s operation: reading their documentation, asking how the work really gets done, noticing the step nobody wrote down.
Clear writing. Most of this job is written, and what you write becomes what the customer’s team reads.
The judgment to tell a customer when they are doing something the hard way.