Customer Success Manager, Implementation

This is a fully remote position, open to applicants in South Africa, +3 more countries.

📋 Description

• Take ownership of the complete implementation process for customers utilizing the top-tier onboarding package.

• Oversee the accurate and thorough migration of data from clients’ current systems into the platform.

• Set up platform automations and workflows to align with each client's operational structure.

• Ensure the platform is fully configured and validated prior to handoff.

• Manage the migration process from the kickoff phase through to go-live.

• Keep clients informed and on track throughout the implementation process.

• Provide training for client technicians and field teams on daily platform usage.

• Coordinate timelines, action items, and dependencies among client teams and internal resources.

• Identify and resolve risks or blockers before they impact implementation timelines.

• Conduct business process discovery related to quoting, contracts, invoicing, scheduling, and crew dispatch.

• Map current workflows to the platform and configure them as necessary.

• Recognize gaps or customization requirements and collaborate with the product team.

• Document client configurations and decisions made during the implementation process.

• Act as the primary point of contact for clients throughout implementation and initial adoption.

• Monitor client engagement and proactively address operational challenges.

• Collect feedback and highlight opportunities for product enhancements.

⛳️ Requirements

• Demonstrated experience in SaaS implementation, customer success management, or professional services delivery.

• Strong comprehension of field service business operations, including quoting, contracts, invoicing, scheduling, and crew dispatch.

• Background in or significant exposure to industries such as field service, dispatch-based services, or trade services like pool maintenance, lawn care, landscaping, or aquatic management.

• Excellent project management and program management capabilities.

• Strong verbal and written communication skills in English.

• Highly organized and detail-oriented with a strong commitment to follow-through.

• Self-motivated and dependable in a fully remote work environment.

• Previous experience in a field service company or managing dispatch operations is a plus.

• Experience with data migrations from legacy systems to new SaaS platforms is advantageous.

• Background in software implementation or professional services for small to medium-sized businesses is a plus.

• Familiarity with CRM, project management, or customer success software is beneficial.

• Availability during US business hours is mandatory.

• An updated resume is required.

• A 1 to 2-minute Loom video introducing yourself and detailing relevant experience, as well as a complex client onboarding, is required; only candidates who submit this will proceed.

🏝️ Benefits

• Compensation is provided in USD.

• Payments are made bi-monthly on the 15th and 30th of each month.

• Paid Time Off is granted in accordance with company policy.

• Company-observed holidays follow established guidelines.

• Enjoy a fully remote work environment.

• Full-time position with dedicated hours for team collaboration and quality delivery.