Implementation Specialist

About the Role

Maigrate builds AI-powered products for mid-market companies. We build lasting software, not one-time deliverables. We're early-stage, growing fast, and assembling the team that will define what AI-native software looks like for this market. The people who join now won't just build the product, they'll help shape how we operate and what we become.

• Own the customer experience by serving as primary contact during onboarding - guide customers through setup, training, and go-live
• Lead kickoff calls, status updates, and transition to post-implementation support
• Deeply understand each customer's business challenges and goals - and tailor the onboarding experience around what actually moves the needle for them

• Train customer teams on AI tools, workflows, and best practices
• Hand-hold customers through early adoption - build confidence, not just competence
• Stay current on Maigrate's evolving solutions to effectively educate customers on new capabilities as they roll out

• Test, debug, and validate implementations before and after go-live
• Act as a proactive liaison between customers and the internal technical team - identify and address blockers before they surface as problems
• Translate customer challenges into clear, actionable briefs for engineering - you're the bridge between what the customer is experiencing and what the team needs to fix it
• Escalate complex technical or configuration issues to internal specialists when needed

• Measure success by customer outcomes, not just go-live dates - adoption, usage, and ROI are what matter
• Proactively identify opportunities where customers could get more value from their AI stack
• Collect and share customer feedback with the internal team - what you hear in the field shapes what we build next

• Maintain project timelines and manage customer expectations
• Visit customers on-site as needed to support training and adoption

• 2+ years in SaaS onboarding, customer success, implementation, technical support, or a customer-facing technical role
• Hands-on experience with AI tools - including Claude (Claude Code and CLI experience preferred), Lovable, and familiarity with platforms like Cursor, Replit, Zapier, n8n, and Vercel is a strong plus
• Enough technical depth to get into the system - not just describe it
• Ability to understand customer challenges and work collaboratively with engineering to shape solutions
• Experience with SaaS platforms, system configuration, or software integrations
• A communicator who can make complex things feel simple
• Detail-oriented and personable - this role genuinely needs both
• Comfortable managing multiple customers and timelines without dropping the ball
• Familiarity with AI agent frameworks (e.g. Pydantic AI, Hermes) is a bonus but not required
• Experience with prompt engineering, context engineering, agent harnesses, and AI gateways for agent evaluation and observability is a strong plus
• Bachelor's degree in a related field preferred

Location Lawrence, New York, United States