Senior Implementation Engineer

Accountabilities

• • Partner with Customer Success, Sales, Operations, Support, and Enablement teams to establish, improve, and scale customer onboarding operations.
  • Guide new customers through their initial journey, delivering personalized and customer-centric solutions while maintaining efficient and scalable processes.
  • Own day-to-day onboarding and provisioning activities, ensuring rapid execution, minimal friction, and a strong foundation for long-term customer success.
  • Build and maintain strong customer relationships throughout onboarding and migration journeys before transitioning accounts to Customer Success Management.
  • Develop and improve workflows, automation, tools, and operational strategies that make customer onboarding more efficient and scalable.
  • Ensure smooth transitions between Sales, Onboarding, Customer Success, and Support teams, maintaining clear communication and continuity throughout the customer journey.
  • Identify recurring customer challenges and contribute solutions, documentation, and knowledge-base content to improve team effectiveness.
  • Balance personalized customer support with scalable processes and automation to deliver a consistent customer experience.
  • Monitor and contribute to key success metrics covering provisioning, onboarding efficiency, customer satisfaction, revenue impact, process optimization, scalability, team performance, and strategic alignment.
  • Continuously evaluate existing processes and identify opportunities to improve the customer onboarding experience and operational efficiency.

  Requirements:

  • 4+ years of professional, full-time experience working directly with external customers, ideally in customer onboarding, implementation engineering, customer success, technical support, or a similar role.
  • Proven experience managing customer-facing onboarding or implementation processes from initial engagement through successful transition to an ongoing customer success team.
  • Strong understanding of SaaS platforms and cloud-based technologies, with the ability to quickly learn and explain technical products and workflows.
  • Demonstrated ability to collaborate effectively across Customer Success, Sales, Operations, Support, and other cross-functional teams.
  • Excellent problem-solving, communication, relationship management, and organizational skills.
  • Strong customer-centric mindset with the ability to balance individual customer needs against scalable operational processes.
  • Proven ability to adapt to evolving technologies, processes, and business environments while continuously learning and improving.
  • Natural leadership skills and the confidence to take ownership, work through ambiguity, and influence others without necessarily having direct authority.
  • Comfortable addressing difficult situations and conversations with professionalism, transparency, and empathy.
  • A proactive, innovative, hands-on approach and willingness to work closely with the team to solve problems and improve processes.
  • Ability to thrive in a fast-moving, startup-style environment while maintaining a strong sense of ownership, humility, and collaboration.
  • Candidates must be eligible to work in Romania without visa sponsorship.

  Benefits:

  • Competitive compensation of €71,400–€102,000+ per year, plus equity, for eligible EU-based employees.
  • Remote-first work environment with flexibility to manage your schedule while delivering strong results.
  • Access to offices in Seattle and Paris for connection and collaboration where applicable.
  • Generous paid time off, quarterly wellness days, and a designated end-of-year wellness break.
  • Home office support to help create a comfortable and productive remote workspace.
  • Technology stipend equivalent to US$100 net per month.
  • Annual learning and development stipend for conferences, courses, certifications, and other professional development.
  • 16 weeks of paid parental leave after six months of employment.
  • Equity participation for full-time employees.
  • Comprehensive benefits, including healthcare, retirement provisions, and paid holidays, depending on country of employment.
  • Company merchandise and other employee perks.
  • An inclusive, globally distributed environment that values diverse perspectives, collaboration, transparency, and continuous learning.