Key Facts

Remote From:

Full time

Mid-level (2-5 years)

English

Hard Skills

Customer Success Management Customer Success Management Employee Onboarding Zoom (Video Conferencing Tool) Accounting Software Customer Engagement Customer Retention Accounting Software Feature Learning Employee Onboarding Lifecycle Management Client Services Portfolio Management Customer Centricity Customer Development

Other Skills

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Team Effectiveness
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Detail Oriented
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Communication

Roles & Responsibilities

2+ years of customer-facing experience in SaaS/software companies
Experience in onboarding or customer success roles
Experience working with accounting or bookkeeping clients
Familiarity with bookkeeping/accounting software (e.g., QuickBooks, Xero) is a strong plus

Requirements:

Conduct onboarding and training calls to help new customers quickly realize product value, including initial setup and foundational training
Manage the full implementation lifecycle for a portfolio of SMB bookkeeping or accounting firms during their first 90–100 days
Serve as the primary point of contact during onboarding to drive engagement and high renewal rates
Capture customer feedback and feature requests to inform product improvements and internal process enhancements

GD Resources

About GD Resources

GD Resources is a Veteran Woman-Owned Small Business (WOSB & SDVOSB) certified by the SBA with more than 20 years of industry experience. We are specialized in executing our customer's missions across various domains, including Program Management, Information Technology and Healthcare Staffing. Our dedication revolves around furnishing unique solutions and top-tier customer support, ensuring unparalleled outcomes tailored precisely to individual client specifications. Synonymous with exceptional services and unwavering compliance with regulatory benchmarks, GD Resources significantly contributes to our clients’ success. Our commitment to quality management is evident through certifications such as the Defense Acquisition Workforce Improvement Act and Project Management Professional. At GD Resources, we excel in providing targeted results, offering subject matter expertise, and supplying professional consultants. Our passion lies in efficiently meeting customer needs and fulfilling requirements. Dedication to compliance with industry standards and regulations is a cornerstone of our approach. GD Resources takes pride in delivering exceptional services through our "People First Mission," ensuring that the human element is prioritized. We uphold our commitment to excellence through Elite Services and Quality Products. Our team's combined expertise allows us to support customers and agencies, including the Department of Defense, Office of the Comptroller of the Currency (OCC), and HHS. By applying extensive technical knowledge, management skills, and functional expertise, we strategically enhance performance, ensuring that projects benefit from high-level operational standards. GD Resources Operates with Integrity, Commitment and Excellence.

Founded: 2018

Company size: 2 - 10

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Job description

Salary, bonus (10k), equity

NO visa sponsorship

There is a strong preference for candidates in the Pacific time zone, though candidates on the East Coast are also considered.

2+ years customer-facing experience in SaaS/software companies
Customer Success Manager or Onboarding Specialist title preferred
Startup experience strongly preferred for handling chaos/ambiguity

💰 Selling points

Backed by Y Combinator - $12M funding from top investors
Genuine product love - customers really love what they've built
Growth opportunities - Promoted 2 people last year
Great work-life balance - fully remote

Our client, a B2B fintech software startup, is seeking Implementation Specialists.

They are looking for an Implementation Specialist with 2–3 years of experience in a customer-facing SaaS role. This position functions similarly to an SMB-focused Customer Success Manager, guiding small to mid-sized bookkeeping and accounting firms through their first 90–100 days on the platform.

The ideal candidate is proactive, coachable, and thrives in a structured individual contributor role. You will serve as the primary point of contact for new customers, ensuring they are fully onboarded and positioned for long-term success.

What You'll Do

Conduct onboarding and training calls to help new customers quickly realize product value
- Initial onboarding call (1 hour via Zoom) focused on setup and foundational training
- Follow-up sync calls (15–45 minutes) covering advanced setup, feature training, team enablement, and product updates
Manage the full implementation lifecycle for a portfolio of SMB bookkeeping or accounting firms (typically serving 10–50 clients monthly) during their first 90–100 days
Serve as the primary point of contact during onboarding, driving strong engagement and high renewal rates
Capture customer feedback and feature requests to inform product improvements and internal process enhancements

What Were Looking For

2–3 years of experience in a customer-facing SaaS role (Customer Success, Onboarding, or similar)
Experience working with accounting or bookkeeping clients preferred
Prior onboarding or training experience with SMB customers
Experience at an early-stage startup is a plus
Familiarity with bookkeeping/accounting software (e.g., QuickBooks, Xero) is a strong plus
Highly coachable and open to feedback
Excellent communication and customer-facing skills

This is an opportunity for a detail-oriented, customer-focused professional to play a key role in onboarding and retaining SMB clients at a growing fintech startup.

Ready to apply?

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