The Role As an Implementation Specialist at Secureframe, you will support the backend implementation and onboarding of customers by working closely with the Compliance, Customer Success, and Implementation teams. Your focus will be on internal execution, configuring customer accounts, supporting compliance framework mappings, and maintaining high-quality internal documentation, while ensuring onboarding workflows run smoothly and on schedule.

While this role is not the primary customer-facing point of contact, you will support limited customer communications related to backend setup and provisioning, primarily via email, and collaborate closely with customer-facing teammates to ensure a seamless onboarding experience.

What You'll Do

• Serve as the main point of contact for SMB customers during onboarding and early adoption.
• Develop a deep understanding of the Secureframe platform and guide customers through the implementation process.
• Configure customer accounts and tailor onboarding workflows to fit customer needs.
• Ensure smooth and timely onboarding experiences for multiple customers simultaneously.
• Provide clear, concise, and proactive communication (written and verbal) to customers at every stage.
• Monitor customer progress, identify risks, and take action to keep implementations on track.
• Partner with Customer Success Managers to ensure a seamless handoff post-implementation.
• Gather and share customer feedback to help improve the onboarding process and product experience.
• Collaborate cross-functionally with Sales, Customer Success, Support, Account Management, Product, and Engineering teams to ensure customer goals are met.
• Create or deliver training materials, user guides, and best practices tailored to customer use cases to drive adoption and long-term success.

Who We're Looking For

• 1–2 years of experience in implementation support, onboarding, technical support, project coordination, or IT consulting.
• Excellent English communication skills—both written and spoken.
• Strong organizational and time-management skills with the ability to support multiple implementations and tasks in parallel
• Strong understanding of compliance frameworks such as SOC 2, ISO 27001, and HIPAA and other compliance frameworks
• Detail-oriented and process-driven, customer-first mindset with empathy, patience, and problem-solving skills.
• Ability to understand technical configurations and document them clearly
• Self-starter comfortable working in a fast-paced and dynamic startup environment with evolving processes

Secureframe is an equal opportunity employer. We aim to create an environment where every team member at Secureframe feels like they belong so they can have a greater impact on our business and customers. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Collaboration, connection, and having fun with colleagues is an important part of our culture as a remote-first company. Therefore, all employees must be able to travel by air to company off-sites two to four times per year (reasonable accommodations will be made where appropriate). We've become aware of fraudulent job offers and recruiters falsely claiming to represent Secureframe. Please Note

• Official Communication: All genuine Secureframe recruiting communication and job offers are sent from @secureframe.com email addresses.
• No Fees: We never ask for payments or fees from job applicants at any stage.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.