Customer Implementation & Success ManagerPosition Overview

ServiceWorks is seeking a highly accountable and customer-focused Customer Implementation & Success Manager to guide new customers from contract signing through successful implementation, adoption, and transition to ongoing customer success.

This is not solely a training position. Training is an important part of the role, but the position owns the overall onboarding outcome. The person in this role must understand each customer’s business, configure the ServiceWorks platform to support their operations, manage implementation timelines, troubleshoot issues, coordinate internal resources, and ensure that customers are prepared to successfully operate within the system.

The ideal candidate combines customer relationship management, software implementation, project coordination, business-process analysis, training, and practical problem-solving. This is a fast-paced and demanding role that requires strong ownership, adaptability, urgency, and follow-through.

This is not solely a customer-training position. The person in this role owns the customer’s implementation, configuration, issue resolution, adoption, and successful go-live.

Primary ResponsibilitiesCustomer Implementation Ownership

Manage the complete customer implementation process from kickoff through go-live and transition.
Serve as the primary point of contact for customers during implementation.
Establish implementation goals, milestones, responsibilities, and target completion dates.
Maintain momentum by following up on customer and internal action items.
Identify implementation risks, delays, missing information, and adoption concerns early.
Take ownership of moving each assigned customer toward a successful launch.

Business and Workflow Discovery

Learn how each customer currently operates, including scheduling, dispatching, invoicing, payments, inventory, parts ordering, technician workflows, warranty processes, reporting, and other relevant functions.
Ask detailed questions to understand the customer’s operational needs and desired outcomes.
Translate customer business processes into appropriate ServiceWorks configurations and workflows.
Identify gaps between customer expectations, current processes, and available system functionality.
Recommend practical workflow improvements when appropriate.

System Configuration and Validation

Assist customers with configuring ServiceWorks based on their business requirements.
Validate company settings, users, roles, workflows, service areas, job types, inventory settings, integrations, and other onboarding components.
Review imported or migrated data with customers and coordinate corrections when necessary.
Test customer workflows before go-live to confirm that the system is configured appropriately.
Ensure customers understand the operational impact of configuration decisions.

Customer Training and Adoption

Conduct structured training sessions for owners, administrators, office personnel, dispatchers, technicians, and other users.
Customize training based on each customer’s workflow, responsibilities, and level of technical comfort.
Demonstrate not only how features work, but how customers should use them within their daily operations.
Evaluate whether customers are prepared to use the platform independently.
Provide follow-up training or reinforcement when adoption gaps are identified.

Onboarding Support and Troubleshooting

Support customers with questions and issues that arise during the implementation period.
Investigate configuration, workflow, data, and user-adoption problems.
Resolve routine issues directly whenever possible.
Reproduce and document potential software defects before escalating them.
Coordinate with Support, Data, Product, Development, Payments, or other internal teams when specialized assistance is required.
Maintain ownership of the customer communication and outcome even when another department is involved.
Confirm that escalated issues are followed through to resolution.

This position does not function primarily as a general customer-support queue agent. However, resolving customer issues is a significant responsibility when those issues affect implementation, training, adoption, or go-live readiness.

Project and Customer Communication

Lead customer kickoff, progress, training, readiness, and transition meetings.
Communicate clearly regarding responsibilities, deadlines, risks, and next steps.
Document customer requirements, decisions, configurations, open issues, and commitments.
Provide timely updates when an issue cannot be resolved immediately.
Set realistic expectations without overpromising functionality or timelines.
Address difficult conversations professionally when customers are delayed, unprepared, or dissatisfied.

Go-Live and Transition

Evaluate whether customers have completed the required implementation steps.
Confirm that users have been trained and critical workflows have been tested.
Support customers during go-live and address urgent implementation-related issues.
Document unresolved risks or follow-up requirements.
Coordinate an organized handoff to the appropriate Customer Success or Support team.
Ensure the customer understands where to obtain assistance after onboarding is complete.

What This Role Is—and Is Not

This role is:

A customer implementation role
A customer relationship role
A software configuration role
A project-ownership role
A business-process analysis role
A training and adoption role
A troubleshooting and problem-solving role

This role is not:

Only a classroom or software-training position
A position focused solely on presenting prepared training materials
A general administrative coordinator position
A role in which customer problems are simply passed to another department
A traditional technical-support queue position

The successful candidate will be accountable for the customer’s overall onboarding progress and implementation outcome.

Measures of Success

Success in this role will be evaluated using a combination of quantitative and qualitative measures, including:

Percentage of assigned customers progressing according to implementation plans
Time required to move customers from kickoff to go-live
Customer attendance and completion of required onboarding activities
Accuracy and completeness of configurations
Quality of implementation documentation
Responsiveness and follow-through
Training effectiveness and customer readiness
Timely identification and escalation of risks
Resolution of onboarding-related customer issues
Customer satisfaction during implementation
Successful transition from onboarding to ongoing support and customer success
Ability to independently manage multiple implementations

Required Qualifications

Experience in SaaS implementation, customer success, software onboarding, technical account management, business operations, project coordination, or a similar customer-facing role
Experience managing customers through a multi-step process
Strong analytical and practical problem-solving skills
Ability to understand and document business workflows
Confidence learning and configuring software platforms
Ability to troubleshoot issues and distinguish among configuration, training, data, workflow, and software problems
Strong written and verbal communication skills
Ability to lead customer meetings and manage difficult conversations
Strong organization, prioritization, and follow-through
Ability to manage multiple customers and competing deadlines
Willingness to take ownership instead of simply transferring problems
Comfort working in a growing company where priorities and processes may evolve

Preferred Qualifications

Experience implementing field-service-management, CRM, ERP, accounting, inventory, scheduling, dispatch, or operational software
Experience working with appliance repair, HVAC, plumbing, commercial kitchen, or other field-service businesses
Experience with data migration, integrations, payments, inventory, or workflow configuration
Experience supporting small-business owners and operational teams
Project-management or implementation-management experience
Familiarity with software defect documentation and escalation processes

Characteristics of the Right Candidate

The right candidate:

Takes personal ownership of customer outcomes
Is proactive rather than waiting to be directed
Remains calm and organized under pressure
Is comfortable holding customers and internal teams accountable
Can balance empathy with direct communication
Investigates problems instead of immediately escalating them
Understands that completing a training session does not necessarily mean a customer is successfully onboarded
Is flexible when urgent customer or business needs arise
Wants to help build and improve a growing organization
Measures success by customer readiness and results—not simply by tasks completed

Work Environment

ServiceWorks is a growing software company serving operationally complex businesses. Customer implementations can involve changing established processes, migrating data, training multiple types of users, resolving unexpected issues, and coordinating across several departments.

This role can be demanding, particularly when customers are approaching go-live or when an issue affects their operations. The position requires resilience, flexibility, sound judgment, and a strong sense of responsibility. At the same time, ServiceWorks aims to create sustainable working expectations and to distinguish genuine business emergencies from routine work.

Compensation and Benefits

ServiceWorks offers a competitive compensation package that may include:

Annual base salary based on experience and qualifications
Eligibility for the ServiceWorks retained-revenue commission plan after the applicable eligibility period
Medical benefits subject to plan eligibility and company contribution policies
Paid time off and paid holidays
Approved work-from-home opportunities subject to performance, business needs, and managerial approval
Opportunities for professional growth as the company expands

ServiceWorks

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Customer Implementation & Success Manager