Role Description
The Enterprise Implementation Specialist owns the full post-sale lifecycle for a focused portfolio of 2–3 large enterprise accounts—from initial configuration and go-live through long-term adoption, health, and renewal. This is a high-ownership, hands-on role: you will configure Coast to match each customer’s operational workflows, lead change management and training, and stay with accounts as their primary point of contact and strategic advisor.
You will work across a mix of new enterprise accounts coming through the sales pipeline and existing enterprise accounts that are ready for a deeper implementation partnership. In both cases, the goal is the same: make Coast indispensable to their operations.
Beyond your own accounts, you will be a key contributor to building out Coast’s enterprise implementation infrastructure—developing the playbooks, templates, and documentation that will scale this function as we grow. This role has real leverage: what you build here will shape how Coast implements and retains enterprise customers for years to come.
This position is remote or hybrid if based in the Bay Area (at least 2 days in office per week). Our office is located at a co-working facility in downtown San Francisco. This role requires travel approximately 10–15% of the time — typically 1–2 short trips per month, usually 1–2 days each, to customer sites primarily in North America.
What You'll Do
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Implementation & Configuration
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Lead end-to-end implementation for enterprise accounts, from discovery and scoping through configuration, testing, go-live, and post-launch stabilization.
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Conduct deep-dive discovery sessions with operational stakeholders to map existing workflows, data structures, and pain points—then translate those into a Coast configuration that drives measurable outcomes.
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Manage implementation timelines, milestones, and stakeholder communications with a high degree of organization and follow-through.
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Partner with customers to drive change management—develop adoption plans, identify internal champions, deliver role-specific training, and run office hours to accelerate time-to-value.
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Ongoing Account Ownership
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Serve as the primary point of contact for your portfolio of enterprise accounts post-go-live, maintaining relationships at both the operational and executive level.
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Proactively monitor account health and platform usage to identify adoption risks and opportunities; surface and execute action plans before issues escalate.
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Conduct regular check-ins and business reviews; share progress against defined outcomes and surface roadmap-aligned recommendations.
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Collaborate with Sales to support renewals and identify expansion opportunities within your accounts.
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For existing enterprise accounts transitioning into this role, conduct a structured account audit—assess current configuration, usage gaps, and relationship health—and develop a plan to deepen adoption and value.
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Playbook & Infrastructure Development
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Build and maintain enterprise implementation playbooks, configuration templates, onboarding documentation, and training materials that can be scaled across the team.
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Identify patterns and gaps across your accounts and translate them into repeatable processes and best practices.
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Partner with Product and Engineering to communicate post-implementation feedback, adoption blockers, and feature requests—with clear, data-backed narratives.
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Contribute to the development of escalation pathways and quality standards for enterprise customer engagements.
Qualifications
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5+ years of experience in implementation, solutions consulting, or customer success in B2B SaaS, with direct ownership of enterprise accounts post-sale.
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Demonstrated ability to configure software products to match complex customer workflows—prior experience with no-code platforms, CMMS, field service management, or operations software is a strong plus.
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Strong consultative and discovery skills: you can translate ambiguous operational requirements into a clear implementation plan and success roadmap.
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Comfortable leading change management—you know how to build internal champions, design training for frontline workers, and drive adoption in organizations with layered stakeholders.
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Track record of managing a small number of complex, high-value accounts with a high degree of ownership and follow-through.
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Experience building implementation or onboarding documentation, playbooks, or training materials; you think in systems, not just individual accounts.
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Excellent communication skills: you can run a configuration workshop with an operations manager and a business review with a VP of Operations in the same week.
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High ownership and strong organization in a fast-moving startup environment; comfortable with ambiguity and able to build structure where little exists.
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Domain experience in maintenance, facilities management, manufacturing, or deskless-workforce operations is a plus but not required.
Benefits
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Base salary of $120,000 - $150,000 based on experience and location
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Competitive equity
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Health insurance (medical, dental, vision)
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401(k) plan with employer matching
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Flexible time off
