Senior Customer Implementation Specialist

Workstream • Lehi, UT

5d • Hybrid

About The Position

Workstream is hiring a senior-level individual contributor for its Customer Success and Support team to lead complex customer implementations. The role serves as a strategic advisor to large, multi-site customers throughout onboarding, with ownership of the implementation lifecycle and a focus on operational excellence. The specialist provides product expertise across Workstream’s HR and Payroll tools, supports customer adoption and business process transformation, and works cross-functionally to help ensure customer success. The role also contributes to team development by mentoring peers, sharing knowledge, and improving scalable implementation practices. It reports to the Senior Manager of Implementation and is based in Lehi, Utah, with a hybrid schedule requiring in-office presence Tuesdays, Wednesdays, and Thursdays.

Requirements

• At least 5 years of experience leading SaaS implementations for complex or enterprise-level clients.
• At least 5 years of experience in a customer-facing consulting, implementation, or technical onboarding role.
• Ability to manage multiple high-touch onboarding projects simultaneously.
• Strong cross-functional collaboration and communication skills, particularly with Product and Engineering.
• Experience advising clients on process design, adoption strategy, and change management.
• Strong project management skills, including building Gantt charts.
• Comfort using Salesforce and implementation or project management software.
• Ability to train and mentor junior implementation specialists.

Nice To Haves

• Payroll, compliance, or HRIS domain knowledge.
• One to three years of startup experience.
• Prior customer success experience.

Responsibilities

• Lead high-complexity implementations for large, multi-site customers with minimal oversight.
• Guide clients on change management, system adoption, and business process transformation.
• Serve as a product specialist for Workstream’s HR and Payroll tools, educating clients, identifying gaps, and recommending tailored configurations.
• Own the end-to-end project lifecycle, including project planning, stakeholder management, risk mitigation, and go-live.
• Collaborate with Sales, Product, Engineering, and Customer Success, sharing customer feedback and influencing roadmap priorities.
• Build and continually improve scalable implementation processes, documentation, and templates.
• Deliver executive-level presentations and onboarding plans for key enterprise accounts.
• Mentor team members, lead knowledge-sharing sessions, and act as an implementation subject matter expert.
• Model operational excellence, curiosity, and customer empathy to influence team culture.

Benefits

• Competitive salary and equity.
• Performance-based bonus eligibility.
• Medical, dental, and vision coverage; Workstream pays 95% of employee premiums and 85% of dependent premiums.
• In-office amenities and stocked kitchen.
• 401(k) plan.
• Pre-tax commuter benefits.
• Flexible PTO.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed