Implementation Specialist

About the role

Double is looking for an Implementation Specialist to be the first point of contact for small to mid‑sized bookkeeping firms adopting our all‑in‑one SaaS platform. You will guide new customers through onboarding, ensure they quickly realize value, and help maintain high renewal rates.

Key responsibilities

• Conduct onboarding calls, train prospects on the product, and verify completion of all technical setup steps.
• Collaborate with Account Executives to flag potential obstacles to subscription.
• Maintain an 80‑85% renewal rate after the initial three‑month implementation period.
• Proactively reach out to accounts, address inbound support inquiries, and monitor goal progress.
• Create and update customer education materials, including video overviews and user guides.
• Gather and document feature requests and product feedback to inform the roadmap.

Required profile

• 2‑3 years of customer‑facing experience at an early‑stage SaaS startup.
• Background in accounting or bookkeeping, or strong aptitude for the domain.
• Excellent written and verbal communication with the ability to simplify complex concepts.
• Detail‑oriented, customer‑centric mindset and passion for process improvement.

Required skills

• Slack
• Notion
• Hubspot
• Salesforce

What we offer

• Competitive salary and equity
• Unlimited PTO
• Health, dental, and vision insurance
• 401k retirement plan