Customer Implementation Lead

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