Implementation & Customer Success Specialist, B2B SaaS – Mining / FIFO Operations

Job Description

This Implementation & Customer Success Specialist role is positioned at the intersection of client operations, product configuration, and customer success. The individual will lead implementations and support clients throughout their lifecycle. Key responsibilities include: - Leading client kickoffs and guiding requirements, timelines, and deliverables. - Running structured discovery sessions to understand operational workflows. - Configuring system environments (sites, rooms, transport resources, users, permissions, workflows). - Coordinating with engineering on custom development for clients, integrations, data setup, and other technical requirements. - Supporting user acceptance testing (UAT) for client deployments and preparing clients for go-live. - Delivering training sessions to client teams across different functions. - Managing ongoing client relationships (including upsells), check-ins, and system enhancements. - Troubleshooting issues, determining whether they are configuration, data, or system-related. - Diagnosing whether a client issue is a bug, a misconfiguration, a data problem, or intended system behavior for that client's setup. - Navigating scope and timeline trade-offs when engineering capacity is shared across multiple active implementations. - Recognizing when client frustration stems from a training gap vs. a product gap vs. a delivery gap, and addressing the root cause. - Improving training materials, refining implementation processes, and contributing to internal playbooks and documentation during quieter periods.

Qualifications

1. 3+ years of experience in either: - Implementation / Customer Success / Onboarding within a B2B SaaS environment, OR - Operations within mining, oil and gas, construction, or large-scale remote project operations 2. Experience managing client-facing implementations or complex projects 3. Hands-on experience configuring software systems or managing complex operational workflows 4. Ability to translate business/operational needs into system configurations 5. Strong problem-solving skills across workflows, data, and system behavior 6. Strong English communication skills. You'll work directly with clients. 7. Ability to manage multiple clients and priorities simultaneously 8. A proactive, ownership-oriented mindset

Benefits

- Join at a pivotal growth stage, with multiple implementations and expanding global reach - Work on a proven product with 30+ years of real-world domain depth - Be part of a small, high-impact team with real ownership and autonomy - Apply and deepen your industry expertise in meaningful, real-world operations - Clear path to grow into regional implementation leadership - Work on global implementations with international travel to client sites (e.g., Indonesia, US Virgin Islands, Papua New Guinea, Alaska, Chile) - Competitive, locally benchmarked compensation within a stable, profitable company