Customer Success Manager/Implementation Consultant

Description As a CSM/Implementation Consultant at Stampli, you will lead customers through successful onboarding, acting as a trusted advisor during one of the most critical phases of their journey. You will own implementations end-to-end, from kickoff through Go Live, ensuring customers are set up for long-term success across their ERP and Procure-to-Pay workflows. In addition to leading the implementation itself, Customer Success Managers maintain primary ownership of the customer relationship through the first year. This extended ownership ensures continuity, adoption, and successful outcomes beyond go-live. This is a hands-on, consultative role focused on discovery, solution design, configuration, and execution. Success is measured by implementation quality, customer adoption at go-live, and the ability to navigate complexity with confidence and clarity. Customer Success Managers at Stampli are experts in process, systems, and best practices, and they are expected to guide customers decisively, even when that means challenging existing workflows. Requirements 3-5 years of experience in a customer-facing role, with a strong focus on post-sales implementation, onboarding, or professional services within a B2B SaaS or consulting environment Proven experience owning complex implementations from kickoff through go-live, including managing timelines, dependencies, risks, and shifting requirements Strong background in implementation consulting, ERP or P2P consulting, onboarding, or enterprise SaaS deployments Hands-on experience working with ERP systems such as NetSuite, Sage, or similar platforms, with the ability to understand how systems, data, and workflows connect Demonstrated success leading implementations in multi-stakeholder environments, including working with both operational teams and executive-level contacts Ability to confidently facilitate customer conversations where time is constrained and outcomes matter, guiding discussions toward decisions, next steps, and measurable results Strong project management skills with a disciplined approach to prioritization, follow-through, and driving work to completion Consultative mindset with the ability to balance customer needs, product capabilities, and best practices to deliver scalable solutions Excellent customer-facing communication skills, with a focus on clarity, empathy, and building trust during high-impact moments Comfort working cross-functionally with Sales, Product, Support, and Customer Success, advocating for customers while minimizing friction and noise Ability to operate effectively in fast-moving, ambiguous environments where products, processes, and priorities evolve Proactive, solution-oriented approach with a strong sense of ownership and accountability for outcomes What You Will Do Customer Discovery & Solution Design Lead in-depth discovery sessions to understand customer business processes, ERP environments, and AP workflows Ask thoughtful, probing questions to uncover both stated requirements and underlying needs Document current-state processes and design future-state solutions aligned to Stampli best practices Translate customer goals into clear implementation plans and configuration decisions Implementation Ownership Own customer onboarding from kickoff through go-live, ensuring projects stay on track, and aligned with business goals Configure Stampli to support customer workflows while balancing flexibility with scalability Proactively identify risks, dependencies, and gaps, and drive resolution before they impact delivery Maintain ownership through the post go-live stabilization period, ensuring adoption, issue resolution, and a strong foundation for long-term success Consultative Guidance & Best Practices Confidently recommend and advocate for best practices, even when they differ from a customer's current approach Set clear expectations around product capabilities, limitations, and timelines Help customers understand the "why" behind implementation decisions to drive adoption and trust Think creatively and propose multiple solution paths and recommend the most viable option Stakeholder Management & Communication Build strong relationships through clear, timely, and professional communication Effectively manage multiple stakeholders across accounting, IT, and leadership teams Lead customer meetings with confidence, structure, and clear next steps Stand firm when necessary while ensuring all parties walk away aligned and satisfied Escalate and collaborate appropriately when issues arise Cross-Functional Collaboration Partner closely with Customer Success to ensure smooth handoff post go-live Surface recurring implementation challenges, product gaps, and process trends to appropriate teams You Will Get The flexibility of working from our Downtown Nashville, TN or Downtown Austin, TX office three days a week (Tuesday, Wednesday, and Thursday), with the option to work remotely for the remainder of the week. Full medical, dental, and vision insurance 401(k) + employer match Access to cutting-edge AI tools, including ChatGPT Enterprise, to enhance productivity, support innovation, and streamline daily workflows Opportunities and development for career and personal growth Strong and experienced leadership that supports your growth and success An open-concept, modern workspace within an inclusive and dynamic scale-up culture Why Join Stampli? Stampli is revolutionizing financial operations with AI, far ahead of competitors. For nearly a decade, our AI assistant, Billy, has set the industry standard-processing $105B+ in invoices annually and saving millions of labor hours for 1,800+ customers. More than automation, Billy transforms finance teams by freeing them of manual work. Our explosive growth places us among the top tech companies at our stage, with exceptionally low churn. After conquering the Accounts Payable space, we're now revolutionizing the entire procure-to-pay (P2P) lifecycle with our new platform that "connects every dot from request to reconciliation." What sets us apart? We adapt to customers-not the other way around-integrating with 70+ ERPs in weeks, not months. Our customer-first approach extends to our award-winning workplace culture, with vibrant, global offices. We've earned multiple Comparably awards, including Best Company Outlook, Work-Life Balance, Compensation, Happiness, and Perks & Benefits. Here at Stampli, we build exceptional products with exceptional people. Join our dynamic team where your career will thrive in an environment that champions creativity, collaboration, and growth!