# Implementation Specialist - Company: [Pearlyplan]() - Location: Atlanta, GA · Santa Barbara, CA - Remote: Yes - Team: Customer Success - Employment type: Full Time - Posted: August 11, 2026 ## Job description # **Role Summary** The Implementation Specialist owns the post-contract onboarding lifecycle for every new Pearly account, regardless of segment — from Committed through Go-Live. This role is responsible for getting new practices fully configured, trained, and confident in the platform, then handing off a well-documented, “Adopted” account to the Account Management CSM for ongoing relationship management, retention, and expansion. Where the Account Management CSM owns the long-term customer relationship, the Implementation Specialist owns the critical first stretch: turning a signed contract into a live, functioning customer. This is a full life-cycle implementation role covering the entire book — SMB through Enterprise — rather than a single segment, and is a core seat in Pearly's CS model alongside the Account Management CSM. # **Time Allocation** Implementation & onboarding delivery ~75% * Kickoff through go-live, all segments Cross-functional coordination ~15% * Sales handoff, Product/Eng escalations, CSM handoff Support queue coverage ~10% * Support queue overflow + PTO backfill # **Key Responsibilities** ## **Onboarding Delivery** * Own onboarding for all newly signed accounts across every segment, managing pacing and prioritization across a mixed caseload. * Lead structured kickoff calls that define scope, timeline, stakeholders, and success criteria with each practice. * Configure the Pearly platform — PMS integration, payment setup, user permissions, and workflows — to match each practice's specific needs. * Run live training sessions for practice staff and providers, ensuring functional competency before go-live. * Track onboarding milestones and early account-health signals in Pylon, escalating risk early. ## **Cross-Functional Coordination** * Validate the automated HubSpot → Pylon handoff at Committed, confirming segment and account data are accurate before kickoff. * Partner with the CSM on a documented go-live handoff once an account reaches “Closed Won” status. * Surface technical or product gaps discovered during implementation to cross-functional stakeholders, with clear reproduction detail and proposed solutions (where applicable). * Provide light Support queue coverage for overflow and PTO backfill, consistent with the team's shared coverage model. ## **Process & Documentation** * Help build and maintain onboarding playbooks, templates, and segment-specific workflows as the customer base grows. * Identify recurring onboarding friction points and propose process or tooling improvements. # **Success Metrics** * Time-to-go-live from Committed to Closed Won status * Onboarding CSAT / NPS * % of accounts reaching “Adopted” status within target window * Handoff quality, based on CSM feedback on handoff completeness * Data hygiene at close (segment field populated and accurate on HubSpot deals) # **Ideal Candidate Profile** * 2–4 years in SaaS implementation, onboarding, or technical customer success * Strong project management skills with the ability to run multiple concurrent onboardings * Outcome/ROI oriented * Comfortable leading live software configuration and training sessions with non-technical end users * Detail-oriented and process-driven, with experience building or improving onboarding playbooks * Familiarity with tools like HubSpot and a support/CS platform (e.g., Pylon, Zendesk, Intercom) * Technical background is a plus — comfort with integrations, APIs, or PMS/software configuration helps with platform setup and troubleshooting during onboarding * Dental or healthcare software experience is a plus, but not required * Payment Services background a plus * Comfortable with startup ambiguity and evolving process ## Apply [Apply on Pearlyplan]() Canonical job page: