Implementation Manager

About the Role

Scaffold is hiring an Implementation Manager to lead the onboarding experience for every new customer, from kickoff through activation. You'll partner closely with our Implementation Engineer, who owns the technical build, to keep onboarding projects moving against a pre-planned scope of work and milestones, while you own the relationship, the communication, and the momentum.

You'll be the new customer's main point of contact throughout onboarding, and their champion internally: translating their needs to our engineering and product teams, running training sessions that get their team confident and self-sufficient, and making sure the first weeks with Scaffold set the tone for a long, successful partnership. As an early IM, you won't just execute an existing playbook. You'll help shape it, partnering directly with the Manager of Customer Experience to define what great onboarding looks like at Scaffold and evolve the program as the team and customer base grow.

What You'll Do

• Serve as lead coordinator for new customer onboardings, driving each engagement from kickoff through activation against pre-planned milestones and scope of work

• Own a portfolio of onboarding engagements at once, each with its own timeline, milestones, and stakeholders

• Lead structured kickoff calls to align customers, the Implementation Engineer, and internal stakeholders on scope, milestones, and success criteria

• Partner with the Implementation Engineer to keep technical and process milestones on track, surfacing and resolving blockers before they put a go-live date at risk

• Build real product and technical fluency, including how Scaffold's integrations, data flows, and configurations work, so you can translate engineering detail into guidance that lands clearly with customers

• Build and maintain onboarding project plans, delivering regular status updates to customers and internal stakeholders throughout the engagement

• Be the primary point of contact for new customers during onboarding, building the trust and momentum that sets up a long-term, successful relationship by translating very complex customer asks to engineering and back
• Make judgement calls (working hand in hand with engineering) about what the customer actually needs and is asking for, what may be worth building vs. what is not. Communicate back to the customer what is getting changed and what is not

• Plan and lead live customer training sessions, backed by supporting materials, so new teams are confident and self-sufficient by activation

• Hand off fully activated customers to the ongoing Customer Success motion with complete context

What You'll Bring

• 5+ years in a customer-facing role, with direct hands-on experience in implementation or onboarding specifically

• A proven track record owning onboardings or implementations end-to-end, from kickoff through activation, for new and/or complex products

• Experience leading structured kickoffs, building onboarding or project timelines, and managing several concurrent engagements at once

• Excellent written and verbal communication skills, and the confidence to lead training sessions with customers

• Strong organizational skills and the discipline to keep multiple onboarding projects and milestones on track simultaneously

• A self-motivated, curious mindset that thrives in an evolving, fast-paced startup environment

• Enough technical aptitude to learn Scaffold's product, integrations, and data flows in depth, and to explain that knowledge clearly to non-technical customers

Nice to Have

• Experience in residential construction, homebuilding, or a related trade or supply vertical (subcontractors, suppliers, distributors)

• Experience with construction-adjacent software, such as proptech, construction fintech, ERP, or similar vertical SaaS

What Scaffold Offers

• The chance to contribute to the growth of the onboarding program as Scaffold's first Implementation Manager

• A meaningful role helping modernize an industry that's been underserved by technology

• The opportunity to be an early, foundational hire at a venture-backed company

• A collaborative, ego-free, energetic team

• Competitive salary and meaningful equity