Solution Specialist - Signpost

About the Role

We are seeking a Solution Specialist to play a hybrid role at the intersection of Sales, Onboarding, and Customer Success. This role is critical to ensuring customers realize value in the first 90 days - the most important period in their lifecycle. The Solution Specialist will own both new customer acquisition and the early customer experience, ensuring customers adopt our solutions, receive world-class onboarding, and are set up for long-term success.

Key Responsibilities

• Customer Acquisition & Growth
  
  
• Drive net-new customer acquisition, with a focus on SMB and marketing-generated leads.
• Conduct consultative sales conversations to uncover needs, demonstrate value, and close deals.
  
  
• Onboarding & Implementation (First 90 Days)
  
  
• Own the full onboarding journey for new accounts, with an initial focus on AI solutions and expansion to all products over time.
• Deliver onboarding calls, training, and account setup in collaboration with internal Builder resources.
• Ensure smooth activation and that usage milestones are met in the first 90 days.
  
  
• Customer Retention & Expansion (Early Lifecycle)
  
  
• Proactively manage customer relationships during the early stage, resolving issues and driving adoption.
• Identify opportunities for expansion (e.g., Integrations, Instant Responders, Live Receptionist, etc) during onboarding and early lifecycle.
• Serve as a support contact for non-managed accounts beyond 90 days.
  
  
• Collaboration & Handoff
  
  
• Partner with Customer Success Managers and Key Account Managers to transition managed accounts after 90 days.
• Collaborate with Marketing teams to refine inbound and overall lead processes.
• Provide structured feedback to Product and Engineering teams to accelerate roadmap delivery.

What Success Looks Like

• Customers are fully activated and realizing value within 90 days.
• Retention and expansion goals in the early customer lifecycle are consistently achieved.
• Net-new acquisition targets are met, with a strong emphasis on inbound and partnership channels.
• Reduced clawbacks and churn due to smooth handoffs and strong early adoption.

Qualifications

• 2-4 years of experience in Sales or Customer Success (SaaS or tech preferred).
• Proven ability to manage both customer acquisition and early-stage onboarding/implementation.
• Strong consultative skills with the ability to uncover customer needs and align solutions.
• Excellent communication and relationship management skills.
• Comfortable working cross-functionally with Marketing, Product, and Engineering.
• High energy, proactive, and adaptable in a fast-paced environment.

Why Join Us

• Be part of a redefined Sales and Customer Experience model where your success is directly tied to customer outcomes.
• Help shape how we onboard and support customers in their most critical first 90 days.
• Opportunity to work closely with Product, Engineering, and Marketing teams, driving innovation and growth.
• Join a high-growth company on track to provide SMBs with a Communications and Back-Office solution, simplifying their lives at every opportunity