Implementation & Customer Success Specialist, B2B SaaS – Mining / FIFO Operations
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Job Description
Implementation & Customer Success Specialist leading client deployments and managing relationships for a B2B SaaS platform in mining and construction sectors.
Responsibilities:
- You'll sit at the intersection of client operations, product configuration, and customer success, leading implementations and supporting clients through their full lifecycle.
- Lead client kickoffs and guide requirements, timelines, and deliverables
- Run structured discovery sessions to understand operational workflows
- Configure system environments (sites, rooms, transport resources, users, permissions, workflows)
- Coordinate with engineering on custom development for clients, integrations, data setup, and other technical requirements
- Support user acceptance testing (UAT) for client deployments and prepare clients for go-live
- Deliver training sessions to client teams across different functions
- Manage ongoing client relationships (including upsells), check-ins, and system enhancements
- Troubleshoot issues, determining whether they are configuration, data, or system-related
- Diagnose whether a client issue is a bug, a misconfiguration, a data problem, or intended system behavior for that client's setup
- Navigate scope and timeline trade-offs when engineering capacity is shared across multiple active implementations
- Recognize when client frustration stems from a training gap vs. a product gap vs. a delivery gap, and address the right one
- During quieter periods, you'll improve training materials, refine implementation processes, and contribute to internal playbooks and documentation.
Requirements:
- 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
- Experience managing client-facing implementations or complex projects
- Hands-on experience configuring software systems or managing complex operational workflows
- Ability to translate business/operational needs into system configurations
- Strong problem-solving skills across workflows, data, and system behavior
- Strong English communication skills. You'll work directly with clients.
- Ability to manage multiple clients and priorities simultaneously
- 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
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