Customer Implementation Lead

Customer Implementation Lead

Company: Cranston
Location: San Francisco, CA (hybrid, 3-4 days per week in the Fisherman's Wharf office)
Compensation: $140,000 - $160,000 + competitive equity
Employment Type: Full-time
Visa Sponsorship: Not available (US citizens and green card holders)

About Cranston

Cranston is a seed-stage AI company automating bookkeeping and tax preparation for CPA firms, taking on the repetitive, detail-heavy work that bogs accountants down. It has signed hundreds of thousands of dollars in pilot revenue within weeks.

Cranston's founders have each scaled companies before: one built a B2B SaaS company to 50 people and $10M+ in revenue, and the other scaled a tax and bookkeeping business to millions in revenue. Founded in 2025, Cranston has raised a $5M seed.

The Role

Cranston is hiring a Customer Implementation Lead (2-5 years) to own the end-to-end onboarding journey for accounting firms. Demand has outgrown the co-founder who has been running onboardings personally, so you will build the implementation function from the ground up as a high-impact individual contributor, working directly with the founders in San Francisco.

What You Will Do

• Lead the full onboarding lifecycle, from signed contract to confident daily use, for accounting firms with 5-50 employees.
• Scope onboarding needs with firm owners, then schedule and run training sessions for their teams.
• Triage and resolve post-onboarding questions as the primary implementation contact.
• Build and document repeatable onboarding processes and playbooks as the founding member of the team.
• Feed structured customer feedback to product and engineering.

What You Bring

• 2-5 years in customer onboarding or implementation at B2B SaaS companies
• A customer-facing B2B SaaS background with hands-on technical troubleshooting and configuration
• Built repeatable onboarding processes from scratch
• Experience training end users on new software workflows
• Experience at a seed or Series A startup
• Bachelor's degree or higher
• Based in San Francisco and able to work in the office 3-4 days a week

Nice to Have

• Accounting software or financial workflow experience (CPA space)

Interview Process

Intro call (15 min), hiring manager interview (30 min), case study (1 hour), final round (45 min).

Tech Stack

Accounting software, AI tools, CRM, project management tools

REVENUE: 14% of first-year salary. Est. fee per hire $20K-$22K; 7 seat(s) = up to $147K if all filled.

TARGET COMPANIES (suggested): Pilot.com, Karbon, Canopy, TaxDome, Intuit (ProConnect), Rippling, Ramp.

BEST-FIT CANDIDATE: 2-5 yrs; B2B SaaS onboarding/implementation; built onboarding process from scratch; hands-on technical troubleshooting; visa: NO sponsorship; location: SF hybrid 3-4 days. Accounting software/CPA exposure is the top differentiator; avoid overly senior/enterprise profiles, job hoppers and people-management seekers.