Mid-Market Implementation Specialist

About the role

You will manage and execute the end-to-end implementation of Ashby's solution for Mid-Market and smaller enterprise customers while owning the complete customer journey from kickoff to adoption. You will lead complex, multi-module onboarding projects, define scope, align stakeholders, and communicate project plans to ensure delivery against agreed expectations within the EST or CST timezone. You will partner directly with customers to develop tailored implementation plans that drive expedited time to value and ensure a positive experience throughout the engagement. Your book of business will include about 15 active implementations at a time, each lasting 4-8 weeks, requiring disciplined execution and proactive relationship management. You will act as the customer's proactive guide and advocate, coaching them through configuration, data migration, and change management to help them achieve desired outcomes swiftly. You will continuously question existing methods and propose better ways to accomplish implementation tasks in line with Ashby's operating principle of Continuous Improvement.

Key facts

What you'll do

• Lead implementation and onboarding projects in high-growth B2B SaaS environments, defining scope, aligning stakeholders, and delivering results against agreed expectations.
• Manage a book of business of approximately 15 concurrent implementations, each lasting 4-8 weeks, balancing priorities to meet milestones in a remote-first setting.
• Work less than 10% of the time in travel for customer engagements while remaining available to support remote collaboration and virtual check-ins.
• Partner with customers to develop and execute implementation plans that ensure a positive customer experience and rapid achievement of value from Ashby's solution.
• Serve as the primary internal coordinator, effectively partnering with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align progress and resolve blockers.
• Act as the voice of the customer to internal stakeholders, listening deeply to translate needs into actionable implementation tasks and process improvements.
• Apply critical thinking and a solutions-oriented mindset to address thematic customer opportunities and improve internal processes without relying on precedent alone.
• Advise customers on best practices specific to their usage of Ashby's software to ensure optimal value, leveraging analytical and relational data concepts where applicable.
• Use metrics and analytics to inform decisions, measure success, and identify areas for process refinement throughout the implementation lifecycle.
• Navigate change management processes and help customers adapt to new systems and a refreshed approach with patience and clear communication.

Requirements

• You have extensive experience leading implementation and onboarding projects in high-growth B2B SaaS environments, defining scope, aligning stakeholders, communicating project plans, and delivering results against agreed upon expectations.
• You keep teams on track to meet milestones, work effectively in a remote first setting, and are willing to travel less than 10% for customer engagements.
• You have experience with complex, multi-module SaaS systems, understand shared configuration and data models, and are comfortable with analytics, conditional logic, and relational data.
• You deeply understand customer needs and tailor implementations to meet their specific requirements, building strong relationships through high engagement and proactive communication.
• You are experienced in navigating change management processes and helping customers adapt to new systems and refreshed approaches.
• You take pride in advising customers on best practices specific to their usage of software to ensure optimal value and long-term adoption.
• You proactively address thematic customer opportunities and improve processes by thinking critically to solve problems rather than relying on "I've seen this done."
• You effectively partner with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align and define progress.

Nice to have

• Preference for candidates in the EST or CST timezone who can respond quickly during business hours in those regions.

Practical notes

• You bring project management expertise but rely on other resources to be technical or product subject matter experts during implementations.
• You prefer managing shorter implementations of less than 30 days.
• You typically manage only a few simultaneous implementations at a time, as this segment moves with urgency and you will balance a book of business of about 15 implementations at a time.
• You are accustomed to defining ideas and strategies yet not being responsible for their execution.
• You prefer working with a simple product (such as a point solution) or exclusively building rather than building, iterating, and optimizing.