Field Nation

Customer Success Manager

• Build and sustain executive sponsor relationships - lead strategic business discussions, establish shared goals and milestones, and become the partner buyers bring into internal planning conversations.
• Develop a deep understanding of each buyer's business model, competitive landscape, and field service spend, and use that context to bring recommendations, not options.
• Translate buyer use cases into real platform configurations: dispatch rules, SLA routing, skills matching, contractor networks, and multi-region scheduling that work in the field, not just in a demo.
• Own the technical side of onboarding - SSO, ERP/CRM/payroll integrations, automation setup - and lead working sessions directly with buyers' ops and IT teams without escalating.
• Use AI and platform analytics to detect adoption gaps, flag rising exceptions, and surface where buyers are leaving performance on the table, then turn those signals into practical workflow improvements.
• Run structured KPI discovery - first-time fix rate, dispatch time, work order cost, SLA compliance - and co-create a quantified value hypothesis tied to the buyer's P&L.
• Build mutual success plans with clear owners and milestones; track outcomes vs. baseline and present results as before/after narratives in the buyer's financial language, not a feature list.
• Drive renewals and expansion by anchoring every business-focused conversation to evidence of realized value - new regions, deeper platform engagement, and additional services.

Senior Customer Success Executive

Billing Specialist

• Review and process invoices for a select portfolio of customer accounts, ensuring timely and accurate billing
• Serve as primary point of contact and subject matter expert for billing-related inquiries, providing exceptional support and timely resolution to internal and external customers
• Research and resolve billing discrepancies, collaborating and coordinating with internal departments and stakeholders
• Monitor accounts receivable aging, following up on outstanding balances and escalating as needed
• Reconcile billing data between the Field Nation platform and accounting ERP Netsuite
• Analyze and provide weekly and monthly reporting on assigned customer accounts, including status updates, trends, and key issues to Accounts Receivable Manager, Controller, and internal stakeholders
• Proactively identify and recommend process improvements to billing with a goal to improve overall billing efficiency, accuracy, and customer experience

Senior Billing Specialist

Content Manager

• Lead the creation and execution of Tier 1, brand-defining content including thought leadership, company announcements, executive messaging, and top-of-funnel demand content aligned to Product Marketing strategy.
• Own content creation, publishing, and governance across corporate social channels, ensuring messaging aligns with brand standards, approved narratives, and organizational risk posture.
• Design, implement, and continuously improve scalable content governance frameworks, including editorial standards, approval workflows, style guides, content tiering, and compliance checkpoints.
• Serve as the editorial authority for high-visibility and high-risk communications, acting as final approver for Tier 1 content and advising senior marketing and executive stakeholders on quality, tone, and reputational risk.
• Ensure consistency and cohesion of brand messaging across Product Marketing, Revenue Marketing, Corporate Communications, and external-facing channels.
• Mentor and guide content production resources, prioritizing efforts toward the highest-impact and highest-risk content initiatives.
• Own crisis and issue communications execution, maintaining response playbooks and partnering cross-functionally with Product Marketing, Legal, Executive Leadership, and PR to ensure timely, clear, and brand-aligned communications during sensitive situations.

Senior Customer Success Executive

Senior Billing Specialist

Content and Editorial Manager