About this role.
Double is hiring an Implementation Specialist to onboard and train bookkeeping and accounting firms on its SaaS platform. The role owns account setup, early adoption, customer education, proactive outreach, and support during an initial three-month implementation period. It partners with Account Executives to identify onboarding risks and shares recurring customer feedback with the product team. Candidates need bookkeeping or accounting experience, 2–3 years in a customer-facing early-stage SaaS environment, and strong written and verbal communication skills.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Sample interview questions
I would begin by confirming goals, stakeholders, current workflows, and data/setup requirements. I would create a milestone-based onboarding plan covering configuration, training, early-use checkpoints, and adoption metrics, then schedule proactive reviews before the three-month renewal point.
I would first connect the workflow to the customer's day-to-day outcome, then break it into small steps using plain language and a live example. I would reinforce learning with a short recording or guide and verify understanding by asking the customer to complete a relevant task.
I would flag unclear ownership, missing implementation resources, unrealistic timelines, unsupported workflow requirements, low product readiness, or expectations that conflict with the platform's capabilities. I would document the risk, its customer impact, and a recommended mitigation or qualification question.
I would capture the underlying problem, affected workflow, frequency, customer segment, and business impact rather than only logging the requested solution. I would share a concise synthesis with product stakeholders, keep customers informed of available workarounds, and avoid promising roadmap commitments.
I would triage inbound issues by urgency, customer impact, and implementation stage while using scheduled outreach cadences and automation for routine health checks. Clear documentation, templates, and an organized CRM would help maintain timely responses without losing proactive engagement.
About Double
Bookkeepers today are stuck working in excel spreadsheets and homegrown project management solutions to support their clients. Double is on a mission to change that.
With our all-in-one tool, bookkeepers can manage their work, communicate with clients, catch hard-to-find errors, and deliver reports to help their small business customers make smarter strategic decisions.
Founded in 2021, Double has raised $12M in funding, backed by leading tech investors like Y Combinator and founders at top startups like Lattice, Front, Superhuman, Plaid, and more. Double currently helps thousands of bookkeepers and accountants manage the books for startups and small businesses across the US.
We’re bringing on dozens of new customers each month – you will be the first point of contact for small to mid-sized firms looking to start their journey with Double.
What You’ll Do
Conduct onboarding calls with prospective customers, train them to use the product, and help them realize value quickly
Ensure that all technical implementation and account set-up steps have been completed for each account that you onboard
Coordinate with Account Executives to identify any red flags that would hinder the prospect from subscribing to Double
Maintain a high renewal rate after initial three month implementation period (80-85%)
Proactively reach out to accounts to ensure they’re continuing to reach their goals and respond to any inbound support inquiries in a timely manner
Create customer education materials: record video feature overviews, ensure product documentation is up to date, and write user guides when necessary
Keep your finger on the pulse of trending feature requests and areas within the product that could be improved, then document and share customer feedback with the rest of the team to inform our product roadmap
Who You Are
Accounting/bookkeeping experience is required; exceptional candidates from adjacent fields who demonstrate a strong aptitude and genuine enthusiasm for the space will be considered.
2-3 years of experience in a customer-facing role at an early-stage SaaS startup
Ability to articulate complex concepts in a simple, straightforward manner, both in written and verbal communication
Keen attention to detail, thoughtfulness, and a customer-centric mindset
Knack and passion for process improvement, documentation, and increasing operational efficiencies
Familiarity with modern SaaS technologies such as Slack, Notion, Hubspot and/or Salesforce
Benefits
Competitive pay and equity
Unlimited PTO
Health, dental, and vision insurance
401k plan
Double provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.
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