4-8+ years in implementation or customer delivery roles for complex B2B SaaS products
Experience with enterprise customers and multi-stakeholder environments
Ability to scope ambiguous problems and design structured solutions
Technically fluent in discussing data models and integrations
Strong experience in managing complex customer projects and software rollouts
Comfortable with setting boundaries and managing expectations
Highly organized with excellent communication skills
Responsibilities
Lead post-sale onboarding for large enterprise customers
Act as the primary implementation owner coordinating with CSMs
Facilitate scoping sessions to assess customer objectives and constraints
Translate customer goals into actionable implementation plans
Design customer-specific workflows and fact extraction use cases
Deliver tailored training sessions for customer teams
Manage implementation-related requests and provide status updates
Benefits
Comprehensive medical, dental, and vision plans
Unlimited PTO for work-life balance
Relocation assistance for successful applicants
Support for visa and green card applications
Generous office perks including snacks and coffee
Full Job Description
Role Overview
You will be responsible for onboarding large, complex customers into Ivo's intelligence tool. This role owns the end-to-end implementation experience in close partnership with Customer Success Managers (CSMs), acting as the customer's primary guide through scoping, configuration, workflow design, and early value realization within Intelligence.
This is not a sales or solutions consulting role. You will work closely with senior lawyers, legal operations, and technical stakeholders at enterprise customers to design and deliver onboarding plans that reflect real-world complexity, existing systems, and high expectations.
What You'll Do Own Enterprise Onboarding & Delivery
Lead post-sale onboarding for large, complex enterprise customers, from kickoff through initial steady-state usage
Act as the customer's primary implementation owner, coordinating closely with the assigned CSM
Build trust with senior customer stakeholders by demonstrating strong judgment, structure, and follow-through
Scoping & Implementation Design
Facilitate structured scoping sessions to understand customer objectives, priorities, workflows, and constraints
Translate customer goals into clear implementation plans, including:
Workspace structure and document scope
Workflow design and prioritization
Integration considerations with existing tools (e.g., Salesforce, Sharepoint and Google Drive)
Create project plans around timelines, dependencies, and outcomes
Workflow & Intelligence Setup
Design and support customer-specific Intelligence workflows, intake mechanisms, and fact extraction use cases
Ensure configurations align with customer operating models and long-term scalability
Partner with internal teams (legal engineering, product, support) to deliver solutions that meet customer requirements
Training & Enablement
Deliver tailored training sessions for customer teams on:
Intelligence workplace setup and usage
Fact extraction and query workflows
Best practices for scaling usage across teams
Ensure customers feel confident operating independently while knowing when and how to engage Ivo for support
Ongoing Implementation Support
Manage implementation-related requests during onboarding in line with defined SLAs and complexity tiers
Provide clear status updates, risk flags, and recommendations to both customers and internal stakeholders
Identify patterns across implementations and contribute to process improvements, templates, and playbooks
Who You Are
4-8+ years in implementation, professional services, onboarding, or customer delivery roles for complex B2B SaaS products
Significant experience working with enterprise customers and navigating multi-stakeholder environments
Strong ability to scope ambiguous problems, design structured solutions, and execute against them
Technically fluent enough to discuss data models, integrations, workflows, and system constraints (without needing to be an engineer)
Strong customer presence with demonstrated experience managing complex customer projects and software roll-ours
Comfortable setting boundaries, managing expectations, and saying "no" when necessary
Highly organized, with strong written and verbal communication skills
Why This Role Matters
Enterprise customers judge Ivo not just by product quality, but by how confidently and competently we onboard them. The Implementation Specialist is the person who turns a signed contract into a real, working system customers trust.
This role sits at the center of customer experience, operational rigor, and long-term retention - and will be foundational as Ivo continues to scale upmarket.
Compensation and benefits:
Competitive Compensation: The USD OTE range for this role is $140,000 - $170,000 (excluding equity). Final offer amounts are determined by multiple factors, including experience and expertise, and may vary from the amounts listed above.
Relocation and Visa Support: We also offer relocation assistance for successful applicants moving to SF, as well as support for visa and green card applications where applicable.
Medical benefits: Comprehensive medical, dental and vision plans to suit the needs of you and your family.
Unlimited PTO: So you can take the time you need to recharge, stay healthy, and bring your best self to work.
Office extras: Generous office space in Downtown San Francisco, with snacks, coffee and regular team building events and activities.
