Implementation Specialist

Reports to: Head of Delivery & Operations

Location

Remote (US)

Overview

The Implementation Specialist is responsible for executing customer onboarding and early adoption at Texture. This role focuses on taking customers from contract signed to first value delivered, ensuring a smooth, consistent, and high-quality onboarding experience.

This is a hands-on execution role for someone who enjoys working directly with customers, following structured delivery processes, and turning complexity into clarity. You will partner closely with Delivery leadership, Engineering, and Commercial teams to ensure customers are successfully onboarded and ready to realize value.

How This Role Makes Texture Better

Accelerates customer time-to-value through consistent onboarding executionImproves delivery quality and customer confidence early in the lifecycleReduces internal friction by owning onboarding details and coordinationEnables scalable delivery as Texture grows

Core Responsibilities

Customer Onboarding & ImplementationExecute end-to-end onboarding for new customers using defined frameworks and playbooksSupport customer configuration, setup, and training to enable early product adoptionTrack onboarding progress, milestones, and readiness using internal toolsIdentify risks or blockers early and escalate appropriatelyEnsure clean handoff to Commercial or Account teams once onboarding is complete Delivery Support & Customer InteractionServe as the day-to-day delivery contact during the onboarding windowRespond to customer questions related to setup, configuration, and product usageCoordinate with Engineering and Product to resolve onboarding-related issuesFollow established communication standards and delivery rhythms Delivery Feedback & Issue EscalationCapture customer feedback, usability issues, and defects encountered during onboarding and early adoptionLog bugs and delivery issues with clear reproduction steps, customer context, and observed impactFollow defined triage and escalation paths to Engineering and Delivery leadershipCommunicate issue status and next steps to customers during the onboarding window in alignment with delivery standards Documentation & Process ContributionContribute to onboarding documentation, guides, and templatesHelp improve onboarding workflows, checklists, and internal toolsCapture delivery insights and customer feedback for leadership review

What Success Looks Like

Customers reach first value within defined onboarding timelinesOnboarding engagements are delivered on time and within scopeHigh customer satisfaction during onboardingClear escalation of risks and issuesConsistent use of onboarding processes and documentation

Qualifications

1–3 years of experience in implementation, onboarding, customer support, or delivery rolesStrong organizational skills and attention to detailClear written and verbal communication skillsComfort working with customers and internal teams in a fast-paced environmentAbility to follow structured processes while adapting to customer needsExperience with SaaS tools, CRMs, or project tracking tools is a plusEnergy experience not necessary, but preferredExperience working with technical teams and Scrum frameworkSaaS or technical product exposure preferred but not required

Benefits & Perks

Sponsored Team Lunches: Twice-monthly company-sponsored lunches tied to team demo days. Flexible Time Off: Flexible paid time off with a minimum of 20 days encouraged annually. Parental Leave: 12 weeks of paid parental leave. Bereavement Leave: Up to 2 weeks of paid bereavement leave. Health Coverage: Medical, dental, and vision insurance fully covered for employees and their families (employees contribute $1/month). Income Protection: Company-provided life insurance, short-term disability, and long-term disability coverage. Pre-Tax Benefits: Access to FSA, HSA, commuter benefits, and dependent care savings. Well-Being & Mental Health Support: A comprehensive suite of benefits supporting physical health, mental health, family planning, financial wellness, and pet wellness. Retirement: 401(k) plan through Betterment.

Texture is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, gender identity or expression, sexual orientation, marital status, veteran status, or any other legally protected characteristic.

This role has a salary range of $120,000–$150,000. Actual compensation will be determined based on experience, skills, and other relevant factors.

Compensation Range: $120K - $150K