The RoleAs an Implementation Specialist at Secureframe, you will own the onboarding experience for our small-to-mid-sized (SMB) customers. You’ll guide them through the implementation process, ensure they understand how to configure and adopt the platform, and set them up for long-term success. This is a customer-facing role that requires excellent English communication skills (written and spoken), the ability to manage multiple customer projects simultaneously, and a strong working knowledge of compliance frameworks.What you'll doServe as the main point of contact for SMB customers during onboarding and early adoption.Develop a deep understanding of the Secureframe platform and guide customers through the implementation process.Configure customer accounts and tailor onboarding workflows to fit customer needs.Ensure smooth and timely onboarding experiences for multiple customers simultaneously.Provide clear, concise, and proactive communication (written and verbal) to customers at every stage.Monitor customer progress, identify risks, and take action to keep implementations on track.Partner with Customer Success Managers to ensure a seamless handoff post-implementation.Gather and share customer feedback to help improve the onboarding process and product experience.Collaborate cross-functionally with Sales, Customer Success, Support, Account Management, Product, and Engineering teams to ensure customer goals are met.Create or deliver training materials, user guides, and best practices tailored to customer use cases to drive adoption and long-term success.Who we're looking for1–2 years of experience in a customer-facing role such as onboarding, technical support, project coordination, or IT consulting.Excellent English communication skills—both written and spoken.Strong organizational and project management abilities; able to manage multiple onboarding projects in parallel.Strong understanding of compliance frameworks (e.g., SOC 2, ISO 27001, HIPAA) is required.Customer-first mindset with empathy, patience, and problem-solving skills.Ability to explain technical concepts clearly to non-technical stakeholders.Self-starter comfortable working in a fast-paced, dynamic startup environment.Closing and additional informationSecureframe is an equal opportunity employer. We aim to create an environment where every team member at Secureframe feels like they belong so they can have a greater impact on our business and customers. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Collaboration, connection, and having fun with colleagues is an important part of our culture as a remote-first company. Therefore, all employees must be able to travel by air to company off-sites two to four times per year (reasonable accommodations will be made where appropriate). We've become aware of fraudulent job offers and recruiters falsely claiming to represent Secureframe. Please note: 1. Official Communication: All genuine Secureframe recruiting communication and job offers are sent from @secureframe.com email addresses. 2. No Fees: We never ask for payments or fees from job applicants at any stage.AI and privacy noticeWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
