Customer Success Team – Two Open Roles

Customer Onboarding Specialist | Customer Success Manager (Implementation)

Our client is a fast-growing field service software platform helping service businesses streamline their day-to-day operations, including quoting, contracts, invoicing, scheduling, and crew dispatch.

They are hiring for two customer-facing roles supporting the onboarding and success of customers using the platform:

Customer Onboarding Specialist – Focused on structured onboarding calls, customer setup, and post-onboarding product support.
Customer Success Manager (Implementation) – Focused on complex, white-glove implementations, data migration, workflow configuration, project management, and customer adoption.

Both roles work closely with business owners and field service teams to help customers successfully adopt the platform.

About the Roles

Both positions are customer-facing and focused on helping clients successfully adopt the platform. The Customer Onboarding Specialist handles structured setup and support, while the Customer Success Manager (Implementation) manages more complex implementations, configuration, and go-live.

Role 1: Customer Onboarding Specialist
Responsibilities

Customer Onboarding Calls

Lead structured one-hour onboarding calls with new customers through the platform setup process
Guide customers through approximately 15 setup steps and ensure all required information is completed
Communicate clearly and patiently with business owners and operators who may not be technical
Keep calls focused, on time, and on track while ensuring customers feel supported

Post-Onboarding Product Support

Respond to follow-up product questions after the initial onboarding call
Conduct additional calls when customers need help with specific platform questions
Track open questions and ensure issues are fully resolved

Process & Documentation

Follow the established onboarding process consistently
Document customer feedback, common questions, and recurring issues
Maintain accurate onboarding status and follow-up records
Ideal Background
Customer onboarding, customer success, account management, client support, or similar experience
Strong communication skills and confidence leading video calls
Comfortable learning and explaining SaaS or business software
Organized, patient, detail-oriented, and reliable

Role 2: Customer Success Manager (Implementation)
Responsibilities
White-Glove Implementation
Own complex customer implementations from kickoff through successful go-live
Manage data migration from existing systems into the platform accurately and completely
Configure workflows, automations, and platform settings based on each customer's operational requirements
Validate customer configurations before launch and ensure the platform is ready for day-to-day use
Coordinate implementation activities across customer stakeholders and internal teams
Business Process Discovery & Configuration
Conduct discovery sessions to understand how customers currently manage quoting, contracts, invoicing, scheduling, dispatch, and field operations
Map existing business processes to the platform and recommend appropriate configurations
Identify workflow gaps, operational challenges, and customization requirements
Coordinate with internal product or technical teams when additional support is required
Maintain clear documentation of customer workflows, configurations, and implementation decisions
Project & Program Management
Manage implementation timelines, milestones, dependencies, and customer deliverables
Keep customers informed throughout the implementation process
Track outstanding action items and ensure commitments are completed on time
Identify risks and potential blockers early and proactively drive them toward resolution
Manage multiple customer implementations while maintaining a high level of service and attention to detail
Training & Customer Adoption
Train business owners, operators, technicians, and field crews on how to use the platform in their daily operations
Conduct additional training or support sessions when customers require assistance
Ensure users understand the workflows most relevant to their roles
Help customers transition from implementation into independent platform usage
Monitor early adoption and proactively address issues that could impact customer success
Post-Onboarding Customer Support
Serve as a primary point of contact for customers during onboarding, implementation, and early adoption
Respond to follow-up product and workflow questions
Troubleshoot customer issues and coordinate internally when escalation is required
Ensure customer questions and open issues are fully resolved before closing the loop
Gather customer feedback and identify opportunities to improve the onboarding and implementation experience
Process Improvement & Documentation
Follow established onboarding and implementation processes consistently
Maintain accurate records of customer status, milestones, configurations, and follow-up items
Document common customer questions, recurring issues, and implementation challenges
Identify opportunities to improve onboarding processes, documentation, and customer experience
Share customer feedback and product improvement opportunities with internal teams
Ideal Background
Proven experience in SaaS implementation, customer success, professional services, or implementation project management
Strong understanding of field service business operations, including quoting, contracts, invoicing, scheduling, and crew dispatch
Experience working with field service, dispatch-based, trade service, or similar businesses
Strong project and program management skills, with the ability to manage implementations from kickoff through go-live
Excellent verbal and written English communication skills
Confident leading video calls, discovery sessions, training sessions, and customer meetings
Strong ability to communicate complex software workflows in a simple and practical way
Highly organized and detail-oriented with strong follow-through
Comfortable managing multiple customers, timelines, and priorities simultaneously
Quick learner who can become proficient in a new SaaS platform and its workflows
Self-directed, dependable, and comfortable working in a fully remote environment
Strong Preference For Candidates With:
Experience working directly inside a field service company
Experience with dispatch or field operations
Experience onboarding technicians or field crews
Experience managing SaaS implementations or data migrations
Experience supporting small and medium-sized businesses
Experience with industries such as pool maintenance, lawn care, landscaping, aquatic management, home services, or similar field-based businesses
Nice to Have
Experience migrating customers from legacy software into a new SaaS platform
Familiarity with CRM, customer success, project management, or implementation tools
Experience configuring software workflows and automations
Background in professional services or software implementation
Experience managing multiple concurrent customer implementations
Work Schedule
100% remote
Full-time position
Availability during US business hours is required
Ability to work independently while maintaining strong communication and accountability with the team
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
Clearly mention the job title or preferred role you are applying for: Customer Onboarding Specialist or Customer Success Manager (Implementation)

A 1–2 minute Loom video introducing yourself and answering the questions relevant to the role you are applying for:

For Customer Onboarding Specialist applicants:

Tell us about your customer onboarding or client-facing support experience.
How do you handle a customer who is confused or frustrated during a setup call?

For Customer Success Manager (Implementation) applicants:

Tell us about your SaaS implementation or field service operations experience.
Describe a complex customer implementation you managed from kickoff through go-live.

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

Why This Role Matters

These two roles work together across the customer lifecycle. The Customer Onboarding Specialist focuses on getting customers successfully set up and confident with the platform, while the Customer Success Manager (Implementation) manages more complex implementations and ensures the platform is configured around the customer's business operations.

Both roles play a critical part in delivering a strong customer experience and driving successful adoption of the platform.