Customer Success & Implementation Specialist

This is a fully remote position, open to applicants in United States, +2 more states.

📋 Description

• Take ownership of enterprise onboarding and adoption from start to finish.

• Set up customer accounts based on actual workflows, enable teams, and encourage usage.

• Provide training for facility managers, workplace teams, and IT personnel.

• Act as the reliable point of contact through regular check-ins, initial support, renewals, and discussions on expansion.

• Elevate complex backend tasks to the engineering team.

• Modify the data model to align with customer operations.

• Write concise scripts for APIs and develop or modify JavaScript/TypeScript SDK extensions.

• Transform recurring customer challenges into signals for the product roadmap.

• Assist in pre-sales scoping and conduct hands-on product demonstrations.

• Maintain customer relationships and ensure positive outcomes over time.

⛳️ Requirements

• Significant experience in customer success or implementation with a technical product.

• Background in onboarding, professional services, technical account management, or consulting.

• Experience in managing customer relationships and ensuring successful outcomes over time.

• Familiarity with IWMS/CAFM platforms such as Tririga, Archibus, Planon, or ServiceNow is advantageous.

• Understanding of CAD/BIM or floor plan data, corporate real estate, or workplace operations is beneficial.

• Comfort in working with APIs.

• Capability to write or modify scripts and small extensions in JavaScript/TypeScript.

• Ability to educate non-technical facility managers and effectively communicate with IT teams.

• Good judgment and responsibility in ambiguous situations within a small remote team.

• Proficiency in using AI tools such as Claude, Codex, MCP, and agentic tools.

• Experience with a B2B enterprise SaaS platform that includes an extension or SDK ecosystem is a plus.

• Must reside in the Americas, ideally within two hours of US Eastern time.

• Must have the ability to work in the United States, Canada, or Latin America as applicable; the employer cannot provide visa or work permit sponsorship.

🏝️ Benefits

• Flexible remote work arrangement.

• Compensation is tiered by location, with the range disclosed early in the hiring process.

• Engineering support available for complex technical tasks.