Implementation & Customer Success Manager

Plentitude is building the operating system for restoration contractors, focusing on estimating and claims intelligence. The Implementation & Customer Success Manager will own the post-signature customer experience, including onboarding, adoption, delivery quality, and process documentation.

Responsibilities:

• Run new customer onboarding from kickoff through the first successful live claims. Coordinate account setup, claim-file intake, customer data pulls, training, and handoffs
• Review AI-assisted estimates, scopes, notes, and supporting documentation for accuracy, completeness, defensibility, and missing support
• Keep customer work within our 24-hour service target, flag missing inputs early, and escalate genuine edge cases to the founders
• Lead claim teardowns, workflow reviews, training sessions, pilot check-ins, and other recurring customer touchpoints
• Create simple reports covering claims processed, opportunities identified, supplements supported, time saved, open risks, and progress against customer goals
• Serve as the first point of contact for customer questions, issues, and requests. Diagnose problems with depth rather than simply routing them
• Identify patterns across customers and translate them into clear, structured recommendations for the product team
• Build practical AI workflows that improve onboarding, quality assurance, reporting, support, and internal operations
• Document and continuously improve the processes, templates, service levels, and metrics that allow Plentitude to support more customers without lowering quality

Requirements:

• Restoration or property-claims fluency is required
• At least two years of hands-on experience in restoration estimating, claims, supplements, project management, office operations, adjusting, TPA work, or estimate quality review
• Direct experience working with Xactimate estimates and the documentation used to support restoration claims
• A practical understanding of line items, scope notes, photos, moisture records, drying logs, supplements, and why carriers challenge or cut scope
• The ability to review a claim file, identify what is missing or unsupported, explain why it matters, and recommend the next step
• Clear, confident communication with contractors, owners, estimators, project managers, office teams, and internal stakeholders
• Excellent attention to detail and the ability to manage multiple customers, files, and deadlines without losing context
• Strong judgment about what you can own independently and what needs escalation
• AI tools already incorporated into your daily work, with a specific example you can explain
• Curiosity about new technology and a habit of experimenting with better ways to get work done
• A builder's mindset. When you see a manual or broken process, you start thinking about how to improve and document it
• Comfort learning new software and helping customers adopt it
• Reliable overlap with Mountain Time business hours
• IICRC certification or formal restoration training
• Experience with carrier or TPA review, supplement preparation, adjusting, or claim negotiation support
• Experience onboarding customers or managing recurring customer relationships
• Experience creating quality assurance programs, operational playbooks, or service-level reporting
• Experience building prompts, custom GPTs, automations, no-code tools, or internal AI workflows
• Experience working in an early-stage company or another fast-changing environment