Customer Implementation & Success Lead

The mission

Turn every qualified customer into a live, confident Kai Calls customer with a working number, verified routing, a successful real call, and clear next steps.

• Own kickoff through verified activation, including number setup, forwarding or routing, business hours, fallback behavior, SMS readiness, and training.
• Test the same route and device the customer uses; keep configuration evidence separate from real-call proof.
• Maintain implementation checklists, customer guidance, escalation paths, and activation reporting.
• Turn recurring onboarding friction into evidence-backed product requirements.

• At least 85% of qualified customers reach a verified first successful call within seven days.
• Every activation has a complete receipt and an owner-confirmed outcome.
• Implementation handoffs produce no unowned customer tasks.
• English and Spanish onboarding are equally usable.

• 3+ years in SaaS implementation, onboarding, customer success, or solutions delivery.
• Calm, precise customer communication and strong written follow-through.
• Comfort troubleshooting phone settings, web products, and multi-step workflows.
• Evidence of improving activation or retention.

• Bilingual English and Spanish.
• Telephony, contact-center, CRM, or SMB SaaS experience.
• Experience building repeatable onboarding systems.

The base salary range is $80,000-$110,000 USD for a US-remote employee. Final compensation will reflect role level, location policy, experience, benefits, variable compensation where applicable, and equity. Contractor arrangements are scoped separately.

We use the same core evidence for every candidate: comparable outcomes, ownership, customer judgment, role skill, communication, and learning velocity. The process normally includes a short screen, a paid and bounded work sample, structured interviews, and reference checks.

Example paid work sample: Plan the activation of a bilingual home-services customer whose forwarding test failed. Produce the customer message, proof checklist, escalation decision, and recovery plan.