Customer Success Implementation Lead

Job Title: Customer Success Implementation Lead – Technical Specialist (Unifize)

Location: India (Full-time)
Work Mode: Hybrid (US time zone collaboration required)

About Unifize

At Unifize, we’re building the AI-native product suite for regulated manufacturing companies. Our platform is designed to unify Quality, Operations, and R&D in a single collaborative system.

Today, life sciences and other regulated manufacturers rely on a patchwork of disconnected tools, eg, QMS, DMS, PLM, MES, spreadsheets, and email, to manage their processes. This fragmentation slows down innovation, increases compliance risks, and forces teams to waste time manually connecting the dots.

Unifize changes that by bringing process, documentation, and communication together in one place. Whether it's managing CAPAs, resolving deviations, launching new products, or preparing for audits, Unifize enables teams to work faster with full traceability and audit readiness built in.

What makes Unifize different:

• No-code configuration for rapid deployment and adaptation
• Collaboration embedded in every record, not siloed in email or chat
• Context-aware AI that suggests actions, detects risks, and enhances productivity
• Flexible architecture that supports expansion across QMS, DMS, MES, PLM, CMMS, and more

We’re already working with leading companies in the life sciences and manufacturing sectors. Our customers start with one use case and consistently expand, with 100% net expansion to date.

Check out our website, case studies, videos to learn more.

Role Overview

We are hiring an Implementation Lead – Customer Success to own and scale successful customer implementations across India-based delivery.

This is a hands-on leadership role, not a coordination role.

You will be responsible for:

• Owning end-to-end customer implementations
• Acting as the technical and process authority during onboarding
• Ensuring customers are configured correctly, adopted quickly, and set up for long-term success
• Mentoring and raising the bar for implementation execution as we scale

You will work closely with:

• Customer Success
• Solutions Engineering
• Product & Engineering
• Sales (during handoff and complex deals)

Core Objective

Deliver high-quality, predictable, and scalable implementations that accurately map Unifize to customer workflows, reduce time-to-value, and eliminate downstream surprises.

Key Responsibilities

1) End-to-End Implementation Ownership

• Own implementation delivery for each customer from kickoff to go-live.
• Lead configuration, setup, onboarding, and early adoption for all purchased modules.
• Translate customer workflows, regulatory needs, and pain points into correct Unifize configurations.
• Ensure implementation timelines, milestones, and success criteria are clearly defined and met.

2) Platform Configuration & Workflow Design

• Configure Unifize applications using our no-code platform to align with customer processes.
• Design and implement workflows across use cases such as:
• Document Management
• Design Controls
• CAPA
• Training
• Maintenance & Calibration
• Create and manage:
• Automations
• PDF workflows
• System rules and validations

3) Customer Enablement & Technical Guidance

• Conduct onboarding sessions and structured training for customer teams.
• Provide best-practice guidance on how to use Unifize effectively in regulated environments.
• Respond to customer questions directly within the Unifize platform, particularly during the early adoption phase.
• Act as a trusted advisor for process and system decisions.

4) Issue Resolution & Engineering Collaboration

• Identify, document, and prioritize bugs or product gaps.
• Work closely with Engineering to drive resolution.
• Provide clear reproduction steps, context, and impact for issues.
• Validate fixes and communicate outcomes to customers.

5) Product Feedback & Continuous Improvement

• Gather structured feedback from implementations and live usage.
• Identify recurring implementation challenges or feature gaps.
• Share insights with Product and CS leadership to improve:
• Platform usability
• Implementation playbooks
• Customer onboarding experience

6) Implementation Quality & Scale (Lead Expectations)

• Own implementation quality standards and execution hygiene.
• Identify repeatable patterns and codify best practices.
• Help improve templates, checklists, and playbooks.
• Mentor junior implementation team members as the team grows.
• Act as a point of escalation for complex or high-risk accounts.

Requirements

Must-Have

• Strong experience in quality management and working with ISO / FDA-regulated organizations
• Experience working at a software / SaaS company, especially with:
• Configurable or no-code platforms
• Workflow-driven products
• Prior experience in manufacturing, life sciences, medical devices, automotive, aerospace, or similar regulated industries, especially in:
• Operations
• R&D
• Quality
• 3–6+ years of experience in:
• Implementation
• Customer Success
• Solutions Engineering
• Technical Consulting
• Integrations or Support-heavy roles
• Strong ability to run complex implementations independently.

Skills & Attributes

• Highly organized with strong execution discipline
• Comfortable managing multiple parallel implementations
• Structured problem-solver who can translate ambiguity into clear plans
• Strong verbal and written communication skills
• Customer-oriented with a “get it done” mindset
• Collaborative, low-ego, and effective in cross-functional teams
• Comfortable working with US-based customers and stakeholders

Nice to Have

• Experience with QMS, PLM, or compliance platforms
• Experience supporting US customers or global rollouts
• Prior experience mentoring or leading junior team members
• Exposure to product feedback loops or process improvement initiatives

What Success Looks Like

• Customers go live on time with minimal rework
• Configurations accurately reflect real customer workflows
• Early adoption issues are identified and resolved quickly
• Engineering receives high-quality, actionable feedback
• Implementation quality improves as volume scales
• CS and Sales trust your execution without micromanagement

Benefits

• Competitive salary
• High-impact role in a fast-growing SaaS company
• Exposure to global customers and regulated industries
• Opportunity to grow into Implementation Leadership / CS Leadership
• Flexible work environment