Implementation Lead

Reports to: Head of Delivery & Operations
Location: Remote (US)

Overview

The Senior Implementation Specialist leads onboarding and early delivery for Texture’s most complex or high-impact customers. This role owns execution during the delivery window, exercises independent judgment, and ensures customers reach value quickly and confidently.

This is a senior individual contributor role for someone who thrives in ambiguity, can manage complex delivery scenarios, and acts as a trusted execution partner to customers and internal teams.

This is a senior individual contributor role focused on delivery leadership and execution quality, not people management.

How This Role Makes Texture Better

• Delivers high-quality onboarding for complex or strategic customers

• Reduces delivery risk through strong execution judgment

• Improves scalability by mentoring Implementation Specialists

• Surfaces expansion, risk, and product signals early

Core Responsibilities

1. Advanced Customer Onboarding & Delivery Ownership

• Own onboarding and early delivery for complex, high-touch, or strategic customers

• Act as the primary delivery contact through initial value realization

• Define onboarding scope, milestones, and readiness criteria in partnership with Delivery leadership

• Make real-time execution tradeoffs to keep delivery on track

• Step in to resolve escalations before they reach leadership

2. Cross-Functional Delivery Leadership

• Partner closely with Engineering, Product, and Commercial teams on delivery planning and execution

• Ensure delivery dependencies, customer constraints, and third-party considerations are clearly understood

• Support delivery scoping and readiness conversations with Sales as needed

• Identify and surface expansion or upsell signals observed during delivery (without owning the sale)

3. Advanced Triage & Delivery Signal Ownership

• Serve as a first-line triage point for complex, high-impact, or ambiguous delivery issues and bugs

• Assess severity, customer impact, and execution risk to inform escalation and prioritization conversations

• Partner with Delivery and Product leadership to provide delivery context and customer impact without owning backlog prioritization

• Identify recurring patterns in delivery issues, bugs, or adoption friction and surface systemic insights to Delivery and Product leadership

4. Documentation, Enablement & Process Improvement

• Own continuous improvement of onboarding documentation, delivery playbooks, and customer enablement materials

• Identify gaps or inefficiencies in delivery workflows and propose process, tooling, or documentation improvements

• Partner with Delivery leadership to standardize onboarding approaches across customer segments

• Ensure delivery learnings are translated into clear, reusable guidance for Implementation Specialists and internal teams

• Contribute to building scalable, repeatable onboarding systems that reduce reliance on ad hoc support

What Success Looks Like

• Complex customers reach first value on time and with confidence

• Reduced delivery escalations and rework

• Positive feedback from customers and internal teams

• Clear surfacing of risks, expansion signals, and delivery insights

• Measurable improvements in onboarding quality and consistency

Qualifications

• 4–7+ years of experience in implementation, delivery, or customer onboarding roles

• Proven ability to manage complex, customer-facing delivery engagements

• Strong execution judgment and comfort making tradeoffs

• Excellent communication and stakeholder management skills

• Experience with SaaS tools, CRMs, or project tracking tools is a plus

• Energy experience not necessary, but preferred

• Experience working with technical teams and Scrum framework

• SaaS or technical product exposure preferred but not required

Benefits & Perks

• Sponsored Team Lunches: Twice-monthly company-sponsored lunches tied to team demo days.

• Flexible Time Off: Flexible paid time off with a minimum of 20 days encouraged annually.

• Parental Leave: 12 weeks of paid parental leave.

• Bereavement Leave: Up to 2 weeks of paid bereavement leave.

• Health Coverage: Medical, dental, and vision insurance fully covered for employees and their families (employees contribute $1/month).

• Income Protection: Company-provided life insurance, short-term disability, and long-term disability coverage.

• Pre-Tax Benefits: Access to FSA, HSA, commuter benefits, and dependent care savings.

• Well-Being & Mental Health Support: A comprehensive suite of benefits supporting physical health, mental health, family planning, financial wellness, and pet wellness.

• Retirement: 401(k) plan through Betterment.

Texture is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, gender identity or expression, sexual orientation, marital status, veteran status, or any other legally protected characteristic.

This role has a salary range of $150,000–$180,000. Actual compensation will be determined based on experience, skills, and other relevant factors.