World Tech Recruiting

Customer Success Manager

• 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.

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