Implementation Specialist - Customer Success Team
2 days ago
New York
Job DescriptionImplementation Specialist - Customer Success Team Client Onboarding, Integrations & Workflow Enablement Location: Remote (U.S.)Team: Customer Success Type: Full-time, Individual Contributor Reports to: Director, Customer Success Travel: Occasional (<10%)Posted: 2026 About Pippin Title Pippin Title is the USA's nationwide title search company, bringing title search into the 21st century. We combine proprietary search technology with a deep network of expert ground searchers to deliver fast, accurate, commitment-ready reports to title agents, lenders, underwriters, and law firms in all 50 states. Our clients rely on us for a seamless "Pippin Experience," and our integrations with Qualia, SoftPro, Resware, and TrackerPro let them order, track, and close without leaving their native platform. Featured in TechCrunch, the Wall Street Journal, Axios, and Fortune, Pippin is a well-funded, growing company redefining one of real estate's oldest industries. The Role The Implementation Specialist is the person who turns a signed client into an active, happy, fully integrated Pippin account. You'll own the end-to-end onboarding experience for new title agencies, lenders, underwriters, and law firms — from kickoff through first orders, integration cutover, and the transition to steady state. In parallel, you'll run internal rollouts of new tooling, workflow changes, and product launches across our operations teams, making sure each one ships on time and actually sticks. This is an individual contributor role for someone who loves project management, is technical enough to navigate complex products, and has the operator's instinct to unblock problems before clients ever see them. What You'll Do Client Onboarding • Own new-client onboarding end to end — run kickoff, build the mutual implementation plan, set success criteria, and drive to first live order for title agents, lenders, underwriters, and law firms., • Configure accounts and workflows in the Pippin portal (users, permissions, product catalog, report formats, invoicing/billing setup) so clients can place their first order without friction., • Train client teams on the portal, order tracker, live chat, and report formats — by live session, recorded walkthrough, and written playbook., • Be the single point of accountability from handoff out of Sales through a clean transition to the Client Success and Operations teams., • Translate between client and operations — gather product requirements, document client goals, and sign off on go-live. Internal Rollouts & Process Improvement, • Build the change-management plan — readiness checklists, training materials, pilot cohort, cutover date, success metrics, and post-launch review., • Instrument every rollout with clear KPIs (adoption, cycle time, error rate, turnaround time) and report progress to leadership on a predictable cadence. Service Workflow Management, • Manage the implementation of title-order workflows for new and expanding accounts — residential, commercial, and energy — including report types, state-by-state nuances, and turnaround expectations., • Partner with Ground Searchers network leads to pre-position capacity for large new accounts and high-volume launches., • Close the loop with QC to make sure commitment-ready output meets each client's specific format and quality bar from day one. What You Bring • Project management discipline — you run projects with written plans, owners, dates, and status updates., • Client-side presence — you can lead a client kickoff one hour and coach an ops lead through a portal configuration the next., • Operator's bias for action — you write the SOP, build the template, and guide the client through next steps rather than waiting for someone else to., • Tools — fluent in a modern remote work stack (e.g., Confluence, Slack, Zoom, and CRM) and comfortable in spreadsheets.Nice to Have, • Implementation, onboarding, technical project management, or client-facing solutions experience at a SaaS, fintech, proptech, title, escrow, or mortgage-tech company., • Experience onboarding lenders or national title agencies to a new vendor., • Prior work inside a high-growth, VC-backed company.Why Pippin, • Category-defining company bringing real technology to an industry that has run on fax machines for 40 years., • Direct impact — this role is visible to the executive team from day one., • A roster of marquee clients (CATIC, Westcor, AmTrust Title, Stewart, First American, Old Republic, Investor's Title, EasyKnock and more) and a proven product, not a science project., • Fully remote, outcomes-first culture.