Customer Implementation Lead
- Location
- San Francisco
- Workplace
- Hybrid
- Compensation
- $140k – $160k + equity
About this role
We are looking for a Customer Implementation Lead with 2-5 years of experience to own the end-to-end customer onboarding journey at a fast-growing, seed-stage AI company transforming how CPA firms operate. You'll be joining at a critical inflection point — Cranston has signed hundreds of thousands of dollars in pilot revenue in just the last few weeks, and the co-founder who has been personally running onboardings can no longer keep up with demand. This is a high-impact IC role where you'll build the implementation function from the ground up, working directly with the founders in San Francisco. If you thrive in scrappy, fast-paced environments and love turning new customers into power users, this is your role.
What will you be doing?
Lead the full customer onboarding lifecycle — from signed contract through confident daily use — for accounting firms with 5-50 employees
Meet with firm owners to scope onboarding needs, then schedule and run training sessions for their teams on Cranston's AI-powered bookkeeping and tax prep software
Triage and resolve customer questions and issues post-onboarding, acting as the primary point of contact for implementation support
Build and document repeatable onboarding processes and playbooks as the founding member of the implementation team
Provide structured feedback to product and engineering teams based on real customer interactions to improve the platform
What happens next
Skip the application pile. I get you in front of the people who decide.
Confirm the fit
A few questions to make sure this role is the right shape for you. Two minutes.
I pitch you to the company
I write the intro, send it to the founder, and handle the back-and-forth.
A meeting lands on your calendar
When the company wants to meet, I get the call on your calendar. You just show up.
Culture & values
Small, tight-knit team built on mutual respect, intellectual curiosity, and shared drive to win
High-autonomy environment where everyone is expected to be scrappy, resourceful, and deeply engaged
Team works together in-person in San Francisco 3-4 days per week, prioritizing collaboration and speed
Culture values smart, ambitious people who move fast, respond quickly, and take ownership
Everyone has outsized impact as part of a founding team
Team lunches and Thursday happy hours as regular rituals
Well-stocked office environment
Founders value people deeply engaged with AI tools in their daily work
Know someone who'd be great for this?