Customer Success Manager (Implementation)

Hire Overseas

11h•Remote

About The Position

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. 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.

Requirements

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 Haves

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

Responsibilities

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 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
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
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