Partner with the Implementation Engineer to keep technical and process milestones on track, surfacing and resolving blockers before they put a go-live date at risk
Build real product and technical fluency, including how Scaffold's integrations, data flows, and configurations work, so you can translate engineering detail into guidance that lands clearly with customers
Build and maintain onboarding project plans, delivering regular status updates to customers and internal stakeholders throughout the engagement
- Be the primary point of contact for new customers during onboarding, building the trust and momentum that sets up a long-term, successful relationship by translating very complex customer asks to engineering and back
- Make judgement calls (working hand in hand with engineering) about what the customer actually needs and is asking for, what may be worth building vs. what is not. Communicate back to the customer what is getting changed and what is not
Plan and lead live customer training sessions, backed by supporting materials, so new teams are confident and self-sufficient by activation
Hand off fully activated customers to the ongoing Customer Success motion with complete context
WHAT YOU'LL BRING
5+ years in a customer-facing role, with direct hands-on experience in implementation or onboarding specifically
A proven track record owning onboardings or implementations end-to-end, from kickoff through activation, for new and/or complex products
Experience leading structured kickoffs, building onboarding or project timelines, and managing several concurrent engagements at once
Excellent written and verbal communication skills, and the confidence to lead training sessions with customers
Strong organizational skills and the discipline to keep multiple onboarding projects and milestones on track simultaneously
A self-motivated, curious mindset that thrives in an evolving, fast-paced startup environment
Enough technical aptitude to learn Scaffold's product, integrations, and data flows in depth, and to explain that knowledge clearly to non-technical customers
NICE TO HAVE
Experience in residential construction, homebuilding, or a related trade or supply vertical (subcontractors, suppliers, distributors)
Experience with construction-adjacent software, such as proptech, construction fintech, ERP, or similar vertical SaaS
WHAT SCAFFOLD OFFERS
The chance to contribute to the growth of the onboarding program as Scaffold's first Implementation Manager
A meaningful role helping modernize an industry that's been underserved by technology
The opportunity to be an early, foundational hire at a venture-backed company
A collaborative, ego-free, energetic team
Competitive salary and meaningful equity
