What are the responsibilities and job description for the Implementation Specialist (SaaS) position at Userpilot?
Userpilot is a leading product engagement and analytics platform used by 1,000 companies worldwide to drive product adoption, retention, and growth. Our event-based tracking and in-app engagement tools help product, growth, and customer success teams deeply understand user behavior and turn insights into meaningful action without relying on engineering for every change.
As we continue to scale upmarket, successful implementations are critical to customer outcomes, requiring thoughtful data modeling, clean configuration, and a strong understanding of how customers’ products actually work.
About the Job
We’re looking for an Implementation Specialist who thrives at the intersection of product, data, and customer strategy. This role is not about “checking the box” on setup, it’s about ensuring customers are implemented correctly, thoughtfully, and in a way that sets them up for long-term success and retention.
You’ll partner closely with customers during onboarding to understand their product architecture, goals, and use cases, translate those into a clean and scalable Userpilot implementation, and guide them toward early value. You’ll also work cross-functionally with Sales, Customer Success, Product, and Support to continuously improve how we onboard customers at scale.
What You’ll Do
Customer Implementation & Value Delivery
- Lead customer implementations from kickoff through go-live, ensuring Userpilot is configured in a way that supports each customer’s product structure, data model, and long-term goals.
- Develop clear implementation plans aligned to customer objectives (activation, adoption, expansion, retention), not just feature setup.
- Advise customers on best practices around event tracking, user/company identification, segmentation, and in-app experiences.
- Help customers translate business goals into actionable Userpilot use cases and measurable outcomes.
Technical & Consultative Support
- Serve as the primary point of contact during implementation, confidently answering product, technical, and strategic questions.
- Troubleshoot implementation challenges related to tracking, SDK behavior, data structure, or configuration, and escalate complex issues to Support or Engineering when needed.
- Partner with Sales on technical discovery and proof-of-concept calls for more complex prospects.
Enablement & Training
- Educate customers on how to use Userpilot effectively, focusing on how and why, not just where to click.
- Enable customers to be self-sufficient by teaching best practices rather than building everything for them.
Internal Collaboration & Process Improvement
- Share customer insights, friction points, and feedback with Product and Engineering to help shape roadmap decisions.
- Document implementation patterns, edge cases, and best practices to improve consistency and scalability.
- Take ownership of internal projects that improve onboarding quality, efficiency, or customer outcomes as we scale.
What We’re Looking For
Required
- Experience in SaaS implementation, onboarding, solutions consulting, or a similar customer-facing role.
- Strong problem-solving skills and comfort working through ambiguity and edge cases.
- Ability to manage multiple implementations simultaneously while maintaining a high bar for quality.
- Excellent communication skills — you can explain complex concepts clearly to both technical and non-technical audiences.
- Technical aptitude and curiosity (you don’t need to be an engineer, but you should be comfortable discussing web dev concepts, data analytics, and product behavior).
Nice to Have
- Experience working with product analytics, product-led growth, or in-app engagement tools.
- Familiarity with JavaScript SDKs, event tracking concepts, or SaaS data models.
- Prior experience supporting mid-market or enterprise customers with SaaS products