Onboarding & Implementation Specialist

About Factory

Factory is a B2B SaaS platform built specifically for SMB manufacturers and fabricators. We help job shops, custom fabricators, and make-to-order manufacturers streamline operations: managing orders, scheduling, job tracking, and team collaboration from a single, highly configurable platform. We're scaling fast and expanding into the US market.

This is our first US hire. You'll be working closely with our CEO and founding US team, owning the full implementation experience for North American customers: from kickoff through to full platform adoption. You'll be a key voice in how we build out our US go-to-market motion and have a direct line to product, leadership, and the broader global team.

Implementation & onboarding

• Design and execute customised implementation plans tailored to each customer’s operations
• Lead technical configuration and setup, including integrations and data migration
• Build and continuously improve implementation methodologies and playbooks

Business process consulting

• Analyse customers’ existing workflows and identify optimisation opportunities
• Map client processes to Factory’s platform and drive meaningful operational improvements
• Document and standardise successful implementation patterns across different customer types

Customer success & training

• Serve as the primary implementation lead throughout the onboarding journey
• Develop and deliver training programs for customer teams at all levels
• Manage project timelines, stakeholder expectations, and cross‑functional coordination

Product feedback & internal impact

• Maintain deep product expertise and stay ahead of new features and updates
• Feed customer insights and implementation friction points back to product and engineering
• Build and maintain implementation tools, templates, and documentation

• 2+ years in SaaS implementation, onboarding, solutions engineering, or customer success
• Strong technical aptitude: you can configure complex systems and translate them for non‑technical users
• Proven project management skills with the ability to run multiple implementations simultaneously
• Experience working with or selling to manufacturing, fabrication, or industrial businesses is a strong plus
• Familiarity with job management, ERP, or accounting platforms
• Comfortable working in a fast‑paced, early‑stage environment with limited playbook — you help write it

• Ground floor of a fast‑scaling, globally distributed SaaS company
• High autonomy: you’ll shape how implementation works in the US market
• Direct impact on customers who genuinely rely on what you build
• Competitive compensation with growth potential as the US team scales
• A team that cares about doing things right, not just fast