Staff Implementation Engineer

Job description

About the Role As a Staff Implementation Engineer, you combine hands-on ownership of our largest, most complex customer implementations with work that strengthens how the whole team delivers. You'll directly own 2-3 accounts from our largest segment at a time, while also developing the tools, processes, and shared expertise that help everyone succeed. You're a technical resource teammates can turn to, a builder who turns one-off solutions into repeatable process and tooling, and a collaborative partner who helps multiply the team's collective impact. A lot of your impact happens in the ambiguous space between teams — partnering with Product and Engineering to triage issues that surface during implementations, work with our enablement team to scale implementation expertise, and drive cross-functional projects to resolution. You bring deep technical ability alongside strong communication skills, and you're energized both by solving hard implementation problems directly and by helping the team become more efficient and effective across delivery. This role is a strong fit for someone who has done implementation work at a senior level and is excited to broaden their impact. We are looking for someone who can step into ambiguous, high-stakes problems and find a repeatable path forward. You'll be responsible for: - Directly owning end-to-end delivery for 2-3 of our largest and most strategic customer implementations, including the build, testing, and go-live processes. - Leading cross-functional triage of issues surfaced during implementations — translating customer-facing problems into well-scoped tickets, partnering with Product and Engineering to diagnose root cause, and driving them to resolution even when ownership spans multiple teams - Serving as a technical resource for the team's most challenging problems, partnering on escalations and complex integration work across implementations. You are an expert at driving clarity in ambiguous situations. - Increasing implementation efficiency across the team — identifying bottlenecks and repetitive work, then designing the process, tooling, and standards that help everyone deliver more effectively - Feeding implementation learnings back into the product — surfacing recurring pain points and feature gaps to Product and Engineering, and helping turn implementation into a product - Supporting teammates' growth through mentorship and knowledge-sharing - Being a knowledgeable resource on Clutch's platform capabilities and design patterns across products (DAO, Lending, and beyond) - Defining where AI can expand what the implementation team is capable of, and helping build the AI-enabled workflows and standards the team adopts. Resisting one-off solutions and bringing a systems thinking approach to delivery in the AI era. - Communicating plans, progress, and risk clearly to both internal partners and senior customer stakeholders About the Team Our Professional Services team implements the Clutch platform for our Credit Union customers. We gather requirements, build out the platform to their specifications, work with them to test and ensure it works as intended, and then set them live so they can realize value. We're a team with a bias for Customer Success — our top metric isn't setting customers live, it's ensuring their success through renewal and expansion. We work closely with Product and Engineering every day — the issues we surface during implementations shape what gets built and fixed next, so cross-functional collaboration is core to how we operate. Our company is growing rapidly, and so is our team. We're looking for people who want to help us evolve as a team as we build toward a world-class delivery motion — and this role is central to making that happen. What You'll Do Within 3 months, you will: - Complete onboarding and ramp on the Clutch platform and delivery motion - Take direct ownership of your first implementation(s) - Get to know the team, learn where delivery friction lives, and begin forming a strong opinion on where the team should focus its efficiency improvement efforts Within 6 months, you will: - Be directly leading 2-3 of our largest customer implementations with confidence - Be a reliable partner in cross-functional triage — helping surface, scope, and resolve issues that come up during implementations alongside Product and Engineering - Have shipped at least one process or tooling improvement that helps the team deliver more effectively - Be a “in the details” operator the Professional Services leadership can depend on to help define our process improvement roadmap Within 9-12 months, you will: - Own delivery outcomes at the team and company level — the systems, standards, and frameworks that support how the team works - Help shape how implementation feedback flows into Product and Engineering, so recurring issues get prioritized and resolved - Be actively contributing to teammates' growth through mentorship, standards, and reference work - Be a trusted partner to Product, Engineering, and CS on how Clutch delivers What You'll Bring - 5+ years in implementation, solutions/technical consulting, or a comparable technical delivery role, ideally including complex enterprise or SaaS implementations - A proven track record owning complex, high-stakes technical delivery end-to-end, from architecture through go-live - Comfort operating in ambiguity — bringing structure and a clear point of view to problems that span Implementation, Product, and Engineering, including where ownership isn't yet defined - Experience translating customer-surfaced issues into actionable, well-scoped work for product and engineering partners, and driving those items to resolution across teams - Experience helping a team grow — mentoring others, setting technical standards, and building tooling or process that others adopt - Excellent written and verbal communication; comfortable leading meetings with senior customer stakeholders and partnering effectively across functions - Ability to identify and clearly communicate pragmatic solutions to complex, ambiguous integration problems - Background in Computer Science or equivalent strong technical training - Deep experience integrating with web APIs; familiarity with modern web frameworks (React, Node.js, etc.) - Proven ability to quickly learn new technologies and understand complex systems (APIs, databases, SDKs) - Ability to read, write, and understand code in multiple programming languages; working knowledge of Python, JSON, GitHub, and the terminal, with JavaScript/TypeScript a plus - A self-starter who can step into ambiguous, high-stakes problems and decompose them into a clear path forward - Superior time management to run multiple large external customers simultaneously - A passion for working with people — you can explain a complex technical issue so almost anyone can follow it - Nice to have: fintech, financial services, or credit union domain experience Please note that this role may evolve as our business needs change, so we appreciate your flexibility and adaptability. What’s In It For You? - Remote Flexibility: Enjoy the freedom of remote work from anywhere, balancing life and career seamlessly. - Unforgettable Off-Sites: Twice a year, bond with colleagues in exciting destinations, fostering teamwork and fresh ideas. - Paid Time Off: Enjoy flexible PTO days yearly for relaxation and rejuvenation. - Stock Options: Joining us means having a stake in our success, so you'll receive stock options as part of your compensation package. - Home Office Setup: Create your ideal workspace with a dedicated budget for home office essentials. - Work Trip Budget: Grow personally and professionally with a budget for work-related trips and co-working. - Health Coverage: Prioritize your well-being with comprehensive health and dental insurance plans. About Us Clutch is a revolutionary vertical SaaS company, proudly backed by Andreessen Horowitz (A16z), aimed at revolutionizing the way Credit Unions engage and change the lives of their members. As a champion of financial well-being, we address the urgent need for affordable lending solutions in an era where the average American grapples with over $155,000 in household debt. Unlike traditional financial institutions, Clutch develops software to turn Credit Unions into FinTech lenders and leverage their balance sheets to responsibly lend to over 130M Americans. Our mission extends beyond mere financial transactions; we strive to fundamentally enhance the way credit unions interact with their members. By integrating cutting-edge technologies and user-centric designs, we help credit unions provide seamless digital experiences that are on par with leading tech companies. This approach not only preserves but revitalizes the longstanding tradition of community and member-focused service inherent to credit unions. Please note: This position is offered on a contractor basis. Applicants must have the necessary documentation and authorization to work in the country where the job is located. Clutch cannot provide sponsorship or assist with obtaining work permits for this role.