The Implementation Specialist will onboard customers, ensure product understanding, manage implementations, and collaborate with various teams for customer success.
Loop AI is seeking a highly motivated Implementation Specialist to help onboard and activate new customers as part of our Customer Success organization. This person will be critical in ensuring customers get live quickly, understand the product, and see value early through clear implementation processes, strong communication, and reliable execution.
You’ll help build and execute the implementation motion at Loop. Reporting to the Director of Customer Success, you will be part of Loop AI’s foundational CS team. You will own the end-to-end implementation experience for new customers and play a key role in shaping how we deliver consistent, high-quality onboarding as we scale. You will help ensure customers are set up correctly, understand how to use the product, and are handed off smoothly to Customer Success for long-term success.
What you’ll do:
- Join a high-performing, fast-growing Customer Success team in builder mode.
- Own customer implementations from kickoff through go-live, ensuring timelines, scope, and expectations are clear and met.
- Guide customers through product setup, configuration, and initial workflows, ensuring a smooth and positive onboarding experience.
- Partner closely with Sales to ensure clean handoffs and clear understanding of customer goals, use cases, and success criteria.
- Collaborate with Product, Engineering, and RevOps as needed to resolve setup issues and improve the implementation experience.
- Track implementation progress, risks, and dependencies to ensure nothing stalls or drops.
- Identify common implementation challenges and proactively contribute to documentation, playbooks, and process improvements.
- Support the transition from implementation to Customer Success, ensuring customers are well-positioned for adoption and long-term value.
What we’re looking for:
- Experience in Implementation, Customer Success, Solutions Consulting, Onboarding, or a related customer-facing role at a SaaS or technology-enabled company, or prior entrepreneurial or early-operator experience building and running processes in a scrappy, fast-moving environment.
- Demonstrated ability to take ownership, identify gaps, and move work forward without waiting for detailed direction, with comfort taking initiative and accountability in environments where structure is still being built.
- Strong project management and organizational skills, with the ability to manage multiple implementations at once.
- Clear and confident communicator who can guide customers through technical or product concepts in a simple, approachable way.
- Highly detail-oriented with a strong sense of ownership and follow-through.
- Builder mentality that thrives in early-stage environments with evolving structure and ambiguity.
- Comfort partnering cross-functionally and influencing without formal authority.
- Background in hospitality, service, or fast-paced customer environments is a plus, bringing a customer-first mindset and strong execution under pressure.
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