Position Details

Type Full-Time

Experience lead

Exp. Years 3-5 years

Education Not Specified

Category Sales & Business Development

About this role

Implementation & Customer Success Manager at Porter, responsible for end-to-end onboarding of tattoo studios, maintaining ongoing account health, and driving product adoption across Porter’s SaaS platform.

Key Responsibilities

Own the onboarding lifecycle for new studios; Primary post-launch contact; Build onboarding processes and training materials; Handoff from sales to implementation; Identify upsell opportunities

Technical Overview

Highly technical client-facing role requiring platform navigation, integrations troubleshooting, and strong CRM experience (HubSpot/Intercom). Payments/fintech knowledge (Stripe, POS) is a strong plus.

Ideal Candidate

Senior-level implementation and customer success leader with 3-5 years of client-facing SaaS experience. Must be capable of leading onboarding for multiple studios, navigating integrations, and identifying upsell opportunities while mentoring teammates.

Must-Have Skills

3–5 years of experience in customer successimplementationsolutions engineeringor related client-facing roleHighly technical: platform navigationtroubleshooting integrationsExcellent communication and onboarding skillsExperience with CRM and CS tools (HubSpotIntercomor similar)

Nice-to-Have Skills

Payments or fintech experience (StripePOS systems)SaaS experience serving SMBsExperience building onboarding documentation

Tools & Platforms

HubSpotIntercomStripe Connect

Required Skills

CRMonboardingimplementationdata migrationpaymentsStripe ConnectPOS terminalsonboarding documentation

Hard Skills

CRM (HubSpotIntercom or similar)OnboardingImplementationData migrationPayments (Stripe ConnectPOS terminals)

Soft Skills

Exceptional communicationProject managementOrganized and proactiveCustomer empathy

Industry & Role

Industry SaaS

Job Function Lead onboarding and ongoing customer success for Porter’s SaaS platform with a focus on SMB tattoo studios

Role Subtype Pre-Sales Engineer

Keywords for Your Resume

implementation & customer success managerporterremoteonboardingdata migrationpayments setupstripe connectcrm toolshubspotintercomonboarding playbookupsellaccount healthnpschurn riskgo-livecustomer successsaasb2bimplementationpaymentsb2b saas

Deal Breakers

Lack of 3-5 years of customer-facing SaaS experience, Inability to manage multiple onboarding engagements concurrently, No experience with CRM tools like HubSpot or Intercom

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