Customer Success Manager/Implementation Consultant

Stampli•Nashville, TN

6d•Hybrid

About The Position

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

Responsibilities

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

Benefits

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

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