Who We Are:

We're revolutionizing the tattoo industry, and we’re looking for talented people to help us do it. Today, most tattoo studios rely on old-school booking and business management methods. Porter centralizes all of their bookings and provides an all-in-one comprehensive and easy-to-use software designed specifically and only for tattoo artists and shops. Along with customer intake and calendar management, Porter is also a payments (with a POS terminal), CRM, marketing, payroll, etc, tool.

What you'll do:

As an Implementation & Customer Success Manager at Porter, you’ll own the end-to-end experience for every new tattoo shop that joins our platform. You’ll guide studios through implementation, onboarding, and launch — making sure they’re fully set up on scheduling, payments, and customer management — and then serve as their ongoing point of contact for account health and growth.

This role sits at the intersection of sales engineering, project management, and relationship management. You’ll be the first person a shop owner works with after signing, and the reason they stay. With 20+ new studios onboarding each month, you’ll build and refine our onboarding playbook from the ground up while maintaining a high bar for customer satisfaction and retention.

Responsibilities:

• Own the full onboarding lifecycle for new studios: kickoff calls, account configuration, data migration support, payments setup (Stripe Connect, POS terminal), and go-live
• Serve as the primary point of contact for a portfolio of accounts post-launch, proactively driving adoption and engagement across Porter’s product suite
• Build and iterate on scalable onboarding processes, documentation, and training materials as the customer base grows
• Partner closely with the sales team to ensure a seamless handoff from close to implementation
• Identify upsell and expansion opportunities within existing accounts and surface them to the sales team
• Triage and resolve customer issues, coordinating with engineering and product when technical support is needed
• Track and report on key CS metrics: onboarding completion rates, time-to-value, churn risk, NPS, and account health scores
• Serve as the voice of the customer internally, feeding product feedback and feature requests back to the product and engineering teams
• Develop a deep understanding of the tattoo industry’s workflows and pain points to become a trusted advisor to studio owners

What we're looking for:

• 3–5 years of experience in customer success, implementation, solutions engineering, or a related client-facing role, ideally at a B2B SaaS company selling to SMBs
• Highly technical: comfortable navigating a software platform, troubleshooting integrations, and explaining technical concepts to non-technical users
• Exceptional communication skills — you can run a polished onboarding call, write a clear help doc, and de-escalate a frustrated customer with equal ease
• Extremely organized and project-oriented, with the ability to manage 20+ concurrent onboarding engagements without letting anything slip
• Experience with CRM and CS tools (HubSpot, Intercom, or similar)
• Payments or fintech experience is a strong plus (Stripe, POS systems, payment processing)
• Genuine interest in the tattoo industry and empathy for small business owners
• Comfort in a fast-paced, dynamic startup environment where you’ll be building processes from scratch

Benefits:

• Flexible working hours and a remote-first policy
• Flexible PTO
• Paid parental leave
• Comprehensive health, vision, and dental insurance
• Work-from-home stipend