Senior Implementation Engineer

Summary

Join Expel as a customer onboarding leader, guiding new customers through a seamless implementation experience and building a best-in-class onboarding practice. You will lead and execute customer onboardings, own the end-to-end implementation process, run team syncs, track projects, and collaborate cross-functionally. You'll create playbooks, monitor CSAT, track performance metrics, and forecast team capacity. This role requires strong project management skills, experience with SaaS or IT/Security solutions, and a deep understanding of enterprise architecture and security tools. Expel offers a competitive salary, unlimited PTO, flexible work location, parental leave, and excellent health benefits.

Requirements

• Has 7+ years of experience implementing SaaS or IT/Security solutions in enterprise environments
• Can juggle project timelines and priorities without breaking a sweat
• Thrives when working cross-functionally to solve problems and build smarter processes
• Understands enterprise architecture, cloud deployments, and security tools (EDR, NDR, SIEM, CASB—you know the alphabet soup)
• Brings knowledge of networking, security frameworks, and compliance standards
• Is PMP/CAPM-certified or similarly experienced in project management frameworks
• Loves listening, organizing, and making the complicated feel simple

Responsibilities

• Lead and execute customer onboardings while building a team that does the same
• Own the end-to-end implementation experience for new customers—making it fast, easy, and delightful
• Run weekly team syncs, track inflight projects, and escalate risks when needed
• Collaborate cross-functionally to identify and raise product improvement opportunities
• Create playbooks for complex or delayed onboardings and drive toward continuous improvement
• Monitor and improve CSAT post-onboarding
• Own metrics and reporting to track implementation performance
• Help forecast team capacity needs as we scale
• Champion clarity, organization, and empathy in every customer interaction

Benefits

• Unlimited PTO (which we model and encourage)
• Work location flexibility
• Up to 24 weeks of parental leave
• Really excellent health benefits