Implementation & Account Lead

Location: Orem, Utah preferred   |   Type: Full-time

SwitchBase is the operational stack for shared spaces - stadiums, arenas, universities, state and local government venues, theme parks, zoos, convention centers, theaters, and anywhere people gather at scale. The operational workflows are the same everywhere: incident management, lost & found, patrols, checklists, work orders, asset tracking, communications. Today they're held together by point solutions, spreadsheets, and group texts.

Delta Center, BYU, MetLife Stadium, Maverik Center, Orlando Magic, Orlando Venues, Salt Lake Bees, SEG, and CMG run on SwitchBase. The category is forming, and we believe we'll define it.

We're hiring someone to own the customer from implementation through renewal. You'll stand up new customers from kickoff through go-live, configuring SwitchBase to fit how each venue actually operates, then keep those accounts healthy, adopted, and renewing. You'll also build the user community that turns our customers into each other's best resource. You'll work closely with Experience & Strategy and help direct where their resources go.

As a founding role, you'll set the standard for how we treat customers as we scale. That means staying close to them: on calls, in working sessions, and occasionally on-site. Most of your week runs from your desk, but it's customer-facing work, not heads-down number crunching, and some travel comes with it. This is build-the-machine, not maintain-it.

• Stand up new customers from kickoff to go-live. You'll scope each rollout, configure SwitchBase to match how the venue actually runs, train the teams who use it daily, and own the timeline to a clean launch.
• Drive adoption and account health, and own renewals across your book. You'll watch usage, get ahead of risk long before it shows up at renewal, and make sure every account sees the value they signed up for.
• Build the user community that turns customers into each other's best resource: peer connections, an advisory board, shared playbooks, and a network where a new venue can learn from one that's six months ahead.
• Run QBRs and build senior relationships across your accounts with ops directors, athletic department leadership, and city venue managers. You'll read the room, earn trust quickly, and stay close to the people who renew the contract.
• Work hand in hand with the Head of Experience & Strategy, aligning on customer standards and how the delivery model scales as the team grows.
• Carry the voice of the customer into the product, and roll up your sleeves on configuration when the team needs it.

• 5 years in B2B SaaS in implementation, customer success, or account management, with a track record of standing up new customers and driving adoption and renewals.
• A love for customer-facing work. You're energized by time with customers and measure yourself by their trust, not just their usage.
• Technical fluency with integrations, workflows, and data. You can configure the platform, wire it into the systems around it, and hold your own with a venue's IT team.
• A self-starter who's organized and process-oriented, able to run several implementations and accounts at once and build repeatable processes as you go.
• Senior judgment with operational and executive stakeholders. You read a room and earn trust fast.
• Experience building or growing user communities, advisory boards, or peer networks, or clear evidence you've connected customers to each other and seen the value compound.

• Experience in or adjacent to venues, sports, higher ed, government, or other operator environments.
• Background as an operator yourself, having run events, venues, or shared spaces.
• Early-stage startup experience where you built the function rather than inherited it.
  

Salary sits a little below market, and we're upfront about that. The trade is meaningful equity and a seat at the center of the company's next chapter. We offer a Bridge Allowance toward benefits but don't yet provide traditional health coverage. Nobody joins SwitchBase for the perks, they join because they've caught the vision.

Today our founders, AE’s, and our Head of Experience & Strategy personally carry customer delivery. That model won us our marquee logos, but it's now the limit on growth. This seat exists so we can scale customer delivery with rigor, without losing the quality customers fell in love with.

Send a short note and your resume to recruiting@switchbase.com.