Own customer implementations from signed contract through production launch, including discovery, solution design, configuration, testing, and deployment. Manage ongoing account health, adoption, escalations, renewals, and expansion for enterprise customers. Build scalable customer lifecycle processes, templates, health scoring, QBRs, and implementation playbooks while partnering with operations, engineering, and leadership.
Onsite · New York, NY · $160,000 – $200,000 + meaningful seed-stage equity
Faraday is automating the back office for the $600B home services industry (think HVAC, plumbing, electrical). Contractors are buried in essential paperwork: permits, warranties, rebates. Our AI agents take on these workflows so projects stay on track, contractors get paid faster, and homeowners get a smoother experience.
We've grown 300% in the last nine months and now partner with some of the leading home service brands in the US. Backed by top-tier VCs, we're growing our low-ego, high-output team in Chinatown, NYC.
We're growing like crazy and customers love our products, and that growth is creating a very specific problem, which is the reason this role exists. Getting a new customer live across our products is hard: dozens of jurisdictions, hundreds of edge cases, deep configuration inside the customer's own systems, and a lot of critical information that lives only in the heads of our customers. We need someone who can walk into that and crush it.
You'll own getting our customers live across all our products. That means sitting with a contractor's operations team and pulling out how they actually work today: every jurisdiction they file in, every rebate program they touch, every piece of equipment data they capture. Then you configure their systems, design the solution, test it until it doesn't break, and launch it. From contract signed to working smoothly in production, it's yours.
This role has three parts. Implementation is our biggest bottleneck right now, so expect it to be the majority of your first six to twelve months. As onboarding gets faster, the balance shifts toward owning your accounts long term.
- Own new customers from signed contract to live in production across EIQ, Permits, and Rebates. Typically a three to five week sprint spanning discovery, configuration, testing, and launch.
- Run discovery sessions with a customer's operations team to map how they actually work today, including the jurisdiction-by-jurisdiction quirks and edge cases nobody ever wrote down
- Design the solution for each customer, including bespoke work where it's warranted, and make the judgment calls on what to customize versus what to push back on
- Drive down how long it takes to get a customer live. Time-to-live is a number you own, and it should be shorter every time you run this.
- Turn each implementation into reusable templates, checklists, and configuration patterns so the next one goes faster
- Own success after go-live: define what "working" means for each customer, measure it, and stay accountable for it. A launch that quietly degrades in month two is not a launch.
- Own the health of your accounts across usage, engagement, and concerns raised. Drive adoption depth, not just go-live: usage, adoption, and revenue expansion are what tell you a customer is actually getting value.
- Be the escalation path when something breaks. Partner with ops and engineering to get it resolved, and keep the customer informed while it's in flight.
- Intervene early on at-risk accounts with a real recovery plan, not a check-in
- Own the relationship at our largest brands, from the ops team doing the work day to day up to the executives who signed the deal
- Build the customer lifecycle process from scratch: QBR cadence, health scoring, renewals, expansion opportunities, and escalation paths
- Be the single point of contact between the customer and everyone at Faraday: ops, engineering, and leadership
- You get things done. When something is ambiguous and unassigned, you pick it up and finish it.
- You're relentlessly organized in a way that survives twelve things happening at once. Nothing dropped, nothing forgotten.
- You're comfortable being the least-expert person in the room, and you'll ask the dumb question five times until you actually understand how something works.
- You write and communicate clearly. A lot of this job is turning a messy two-hour conversation into something precise that other people can act on.
- You have unusually good instincts for when something is a one-off versus a pattern.
- You're good with customers who are frustrated, busy, or skeptical, often contractors who've been burned by software before.
- You'd rather fix the system than be the hero who does it manually again.
- 5+ years in a customer-facing role where you owned outcomes, not tickets. We're flexible on whether your title said Customer Success.
- No experience with permits, rebates, HVAC, or home services.
- No engineering background required. You will partner closely with the engineering team, and the rest of the organization, to deliver industry-leading outcomes to our customers.
- This is not a strategy role. You'll be in spreadsheets, on screenshares, and on calls with customers.
- This is not a role with a playbook waiting for you. Part of the job is figuring out what the playbook should be.
- This is not a remote role.
- Onsite in our Chinatown, NYC office.
- Occasional travel to customer sites. Infrequent, but expect some.
- $160,000 – $200,000, plus meaningful seed-stage equity. Where you land in the range reflects experience and scope.
- Work on cutting-edge AI with massive real-world impact
- Work from our beautiful office in Chinatown NYC
- Medical, dental, vision, commuter, and other benefits
- Take what you need vacation policy
The base pay range for this role is $160,000 – $200,000 per year.
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