Customer Success Manager (Implementation)

Customer Success Manager (Implementation)

Remote

About Our Client

Our client is a fast-growing field service software platform helping service businesses manage quoting, contracts, invoicing, scheduling, and crew dispatch. They are looking for a Customer Success Manager to own white-glove implementation for new clients onboarding onto the platform.

About the Role

Our client is looking for an experienced Customer Success Manager to manage the full implementation lifecycle, from data migration and automation setup through hands-on program management with the client's technicians, ensuring every customer is fully operational and successful on the platform.

This is not a standard onboarding role. You will be working closely with business owners and field teams, understanding how they run their operations today, and configuring the platform to match their workflows. Business process knowledge matters more than technical skills here. If you understand how a field service company runs and you are experienced at managing implementations that touch real operations, this role is a strong fit.

Responsibilities

White-Glove Implementation and Data Migration

• Own the full implementation process for customers on the top-tier onboarding package
• Manage data migration from the client's existing systems into the platform accurately and completely
• Configure platform automations and workflows to match each client's specific operational setup
• Ensure the platform is fully set up and validated before handoff to the client's team

Program Management and Crew Onboarding

• Program manage the migration process from kickoff through go-live, keeping the client on track and informed at every stage
• Work directly with the client's technicians and field crew to train them on using the platform day to day
• Coordinate timelines, action items, and dependencies across the client's team and internal resources
• Flag risks or blockers early and resolve them before they delay the implementation

Business Process Discovery and Configuration

• Conduct discovery with clients to understand how they currently manage quoting, contracts, invoicing, job scheduling, and crew dispatch
• Map their existing workflows to the platform and configure it to reflect how their business actually operates
• Identify gaps or customization needs and coordinate with the product team to address them
• Document client configurations and implementation decisions for future reference

Post-Implementation Success

• Serve as the primary point of contact for clients through the implementation period and into early adoption
• Monitor client usage and proactively address issues before they affect the customer's operations
• Gather feedback and surface product improvement opportunities based on real implementation experience

What We're Looking For

• Proven experience in SaaS implementation, customer success management, or professional services delivery
• Strong understanding of field service business operations including quoting, contracts, invoicing, scheduling, and crew dispatch, this is the most important qualification for this role
• Background in or significant exposure to field service, dispatch-based, or trade service industries such as pool maintenance, lawn care, landscaping, aquatic management, or similar
• Excellent project management and program management skills with the ability to run a structured implementation from kickoff to go-live
• Strong verbal and written English communication skills with the ability to work confidently with business owners and field teams
• Organized and detail-oriented with strong follow-through on every open item and milestone
• Self-directed and reliable in a fully remote environment

Nice to Have

• Prior experience working inside a field service company or managing dispatch operations
• Experience managing data migrations from legacy systems into new SaaS platforms
• Background in software implementation or professional services for small and medium-sized businesses
• Familiarity with CRM, project management, or customer success tools

Work Schedule

• 100% remote setup so you can work wherever you're most productive
• This position operates on a full-time basis, with dedicated hours to ensure alignment with the team and delivery of quality work
• Availability during US business hours is required

Compensation & Time Off

• Compensation paid in USD
• Paid bi-monthly on the 15th and 30th
• Paid Time Off according to company policy
• Holidays observed according to company guidelines

Application Requirements

Please submit:

• An updated resume
• A 1 to 2 minute Loom video introducing yourself, describing your experience in SaaS implementation or field service operations, and walking through how you have managed a complex client onboarding from kickoff through go-live

Only candidates who submit a Loom video will be moved to the next step of the hiring process.