Job Description
Job Description
About Maigrate
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.
About the Role
The Implementation Specialist is the primary customer-facing technical lead from onboarding through early adoption. You work alongside the AI Strategist - they own the customer relationship and vision, you own the execution and comprehension. Your job is to make sure customers don't just sign off on a solution, they actually understand it, use it confidently, and succeed with it. At the end of the day, adoption and impact are how we keep score - go-live is just the beginning. The real win is customers who are measurably better off because of what we built.
We don't just hand off software and walk away - we work closely with our customers to make sure they actually adopt it, understand it, and see real results from it.
What You'll Do
Customer Onboarding & Engagement
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Own the customer experience by serving as primary contact during onboarding - guide customers through setup, training, and go-live
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Lead kickoff calls, status updates, and transition to post-implementation support
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Deeply understand each customer's business challenges and goals - and tailor the onboarding experience around what actually moves the needle for them
Training & Enablement
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Train customer teams on AI tools, workflows, and best practices
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Hand-hold customers through early adoption - build confidence, not just competence
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Stay current on Maigrate's evolving solutions to effectively educate customers on new capabilities as they roll out
Technical Support & Problem-Solving
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Test, debug, and validate implementations before and after go-live
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Act as a proactive liaison between customers and the internal technical team - identify and address blockers before they surface as problems
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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
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Escalate complex technical or configuration issues to internal specialists when needed
Customer Success & Value Delivery
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Measure success by customer outcomes, not just go-live dates - adoption, usage, and ROI are what matter
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Proactively identify opportunities where customers could get more value from their AI stack
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Collect and share customer feedback with the internal team - what you hear in the field shapes what we build next
Project & Relationship Management
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Maintain project timelines and manage customer expectations
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Visit customers on-site as needed to support training and adoption
What We're Looking For
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2+ years in SaaS onboarding, customer success, implementation, technical support, or a customer-facing technical role
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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
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Enough technical depth to get into the system - not just describe it
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Ability to understand customer challenges and work collaboratively with engineering to shape solutions
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Experience with SaaS platforms, system configuration, or software integrations
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A communicator who can make complex things feel simple
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Detail-oriented and personable - this role genuinely needs both
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Comfortable managing multiple customers and timelines without dropping the ball
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Familiarity with AI agent frameworks (e.g. Pydantic AI, Hermes) is a bonus but not required
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Experience with prompt engineering, context engineering, agent harnesses, and AI gateways for agent evaluation and observability is a strong plus
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Bachelor's degree in a related field preferred
Compensation Range: $90K - $140K