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Salary: USD 120,000 - 150,000 / annual
Texture is seeking an Implementation Specialist to lead customer onboarding and early adoption. This hands-on execution role reports to the Head of Delivery & Operations and focuses on taking customers from contract signature to first value delivery.
You will execute end-to-end onboarding using defined frameworks and playbooks, supporting customer configuration, setup, and training to enable product adoption. You'll track onboarding progress and milestones, identify risks or blockers early, and ensure clean handoffs to Commercial or Account teams. As the day-to-day delivery contact during onboarding, you'll respond to customer questions about setup, configuration, and product usage while coordinating with Engineering and Product teams to resolve issues.
The role includes capturing customer feedback, usability issues, and defects during onboarding and early adoption. You'll log bugs with clear reproduction steps and customer context, follow defined triage and escalation paths, and communicate issue status to customers. You'll also contribute to onboarding documentation, guides, and templates, helping improve workflows, checklists, and internal tools.
Success means customers reach first value within defined timelines, engagements are delivered on time and within scope, and customer satisfaction during onboarding is high. You'll maintain clear escalation of risks and issues while consistently using onboarding processes and documentation.
Required: 3-5 years in implementation, onboarding, customer support, or delivery roles. Strong organizational skills, attention to detail, and clear written/verbal communication. Comfort working with customers and internal teams in fast-paced environments. Ability to follow structured processes while adapting to customer needs. Experience with SaaS tools, CRMs, or project tracking tools is a plus. Technical team and Scrum framework experience preferred. SaaS or technical product exposure preferred but not required.
