Implementation Specialist
Firm360
- Job Title: Implementation Specialist
- Location: Remote (Monday–Friday, 8am–5pm PT; candidates must be located in the West Coast or able to consistently work PST hours)
- Reports To: Chief Customer Officer
About Firm360
Firm360 is a fast-growing B2B SaaS company offering modern, all-in-one practice management software for accounting firms. Our platform helps firms streamline operations, increase efficiency, and improve the client experience. Our customers range from small to mid-sized accounting firms that rely on Firm360 to run their day-to-day operations.
As our customer base continues to grow, we’re expanding our Customer Success team to ensure every user has the tools, guidance, and confidence they need to succeed.
Position Summary
As an Implementation Specialist, you’ll be a critical member of our customer-facing team, owning the early customer experience from onboarding through initial adoption. You’ll work directly with new customers to successfully implement Firm360, introduce best practices, and ensure they feel confident using the platform to run their firms.
This is a highly interactive, execution-focused role ideal for someone early in their career who enjoys working with customers, staying organized, and guiding professionals through change. You’ll thrive here if you’re energized by problem-solving, process, and helping multiple customers succeed in a fast-paced SaaS environment.
Key Responsibilities
- Guide new customers through implementation, onboarding, and early adoption of the Firm360 platform
- Lead structured onboarding and training sessions via Zoom, tailoring sessions to customer goals and workflows
- Respond to inbound customer questions and requests via email, Zoom, and occasional phone calls
- Troubleshoot platform usage questions, configuration issues, and workflow challenges
- Help customers understand best practices and how to apply Firm360 features to real-world accounting firm operations
- Maintain organized records of onboarding progress, customer interactions, and follow-ups
- Collaborate with Product and Engineering by escalating issues, identifying patterns, and sharing customer feedback
- Contribute to internal documentation, onboarding playbooks, and customer-facing help content
- Support continuous improvement of onboarding processes as the company scales
What We’re Looking For
Required:
- Bachelors degree or equivalent practical experience
- Strong written and verbal communication skills with a professional, customer-friendly tone
- High attention to detail and strong organizational skills
- Ability to explain workflows and technical concepts in simple, clear terms
- Experience in a customer-facing role (support, onboarding, training, account coordination, or similar)
- Comfort working directly with professionals and managing customer expectations
- Ability to juggle multiple customers, tasks, and priorities in a fast-moving environment
Preferred:
- 1–2 years of experience in a B2B SaaS company or experience working in the accounting industry (firm, software, or related services)
- Exposure to customer onboarding, implementation, or training for software products
- Familiarity with tools such as Zendesk, Intercom, Slack, Zoom, Excel, or similar systems
- Understanding of accounting firm workflows, practice management, or professional services operations
What You Bring:
- A customer-first mindset and genuine enjoyment of helping others succeed
- Strong organization and follow-through—you keep projects moving and customers informed
- Confidence working live with customers, even when you don’t yet have every answer
- Curiosity and coachability—you learn quickly and adapt as the product evolves
- A collaborative approach to work, partnering closely with teammates across teams
- Comfort operating in a fast-paced, evolving SaaS environment where processes improve over time
Work Environment & Culture:
At Firm360, our values shape the way we work:
Fun Growth – It takes a team to accomplish great things. We bring energy, support each other, and celebrate every win—big or small. We take our work seriously but never forget to have fun along the way.
We, Not Me – We prioritize the success of the team over individual gain. Aligned by shared goals and values, we collaborate, support one another, and put the collective first.
Growth Mindset – No matter how much we know, there’s always more to learn. We embrace curiosity, seek feedback, and welcome challenges as opportunities to grow.
Communicate with a Purpose – We’re intentional about what we share—and what we don’t. We reduce the noise by focusing on information that matters, ensuring clarity, context, and relevance. Whether with teammates or customers, we deliver the right message, at the right time, in the right way.
Own It – We take initiative and step up when we see opportunities to improve. But ownership doesn’t mean going it alone—we coordinate, collaborate, and involve the right people to drive meaningful change.
Benefits & Perks:
Benefits: Healthcare, dental insurance, vision insurance, 401(k) match, flexible PTO policy, 13 paid holidays
Perks: Professional development stipend, fully remote work
How to Apply:
If you’re ready to take on this exciting challenge and drive development excellence at Firm360, please submit your resume to careers@myfirm360.com with the subject line “Implementation Specialist.” We look forward to hearing from you!