About the RoleWe are looking for an Implementation Specialist who can own the client onboarding experience from post-sale handoff through full deployment and ongoing platform success. You will work cross-functionally to deliver seamless integrations, guide firms through our product setup, and ensure long-term value through continuous support.
This role is ideal for someone who thrives in fast-paced environments, has a deep sense of ownership, and brings a service-oriented mindset to technical execution. A strong candidate will not just handle onboarding, but also offer ongoing support and maintenance after onboarding to ensure our clients remain successful well beyond launch.
What You Will Do- Lead onboarding for new clients by coordinating internal resources, setting clear expectations, and configuring platform access
- Own the full setup lifecycle from technical kickoffs through go-live milestones
- Customize marketing automation flows, contact integrations, domain settings, and conversion tracking based on client needs
- Translate complex digital marketing and technical concepts into easy-to-follow instructions for legal teams
- Offer post-onboarding support to ensure continued success, including proactive check-ins, minor adjustments, and troubleshooting
- Provide technical guidance to clients on web integrations, intake systems, and third-party tools
- Maintain documentation of each implementation, including status updates, outstanding items, and resolution logs
- Identify patterns in client feedback and work with the Product and Success teams to improve implementation efficiency and satisfaction
What You Bring- 4+ years of experience in implementation, client onboarding, or technical account management
- Strong organizational skills with the ability to manage multiple client timelines at once
- Comfort working across cross-functional teams, including Engineering, Customer Success, and Product
- Experience with web-based platforms, CRM tools, form builders, analytics tools, or martech systems
- Client-first mindset and a drive to ensure value is delivered beyond onboarding
- Ability to remain composed and solution-oriented under pressure
Top Candidates Will Have- Experience with basic HTML, Google Analytics, WordPress, Elementor, and Callrail
- Experience working in a startup or fast-growth SaaS environment
- Understanding of legal services or professional services industries
CompensationPursuant to applicable pay transparency laws, the base salary range for this role is $90,000 to $110,000 base.
In addition to base salary, FirmPilot offers:
- 100% premium cost for employee: health, dental, and vision coverage
- Discretionary paid time off
- 11 holidays observed, and 2 floating holidays
