Customer Success Manager, Implementations

IronSight is transforming the way energy producers and their Service Providers do business. Some of the biggest energy producers in the world use our app to manage, coordinate, analyze, and, ultimately, optimize their field operations. If you're looking to be part of a great team where you can make an immediate difference, apply to IronSight today.

The Implementation Manager sits on the Customer Success team, reporting to the Director of Customer Success. You'll pick up the client relationship at post-sales handover and own it through implementation and into steady-state support, working closely with Sales, Product, and Engineering to translate what a client needs into what gets built and configured.

What You'll Do

• Own the client relationship from post-sales handover through implementation and into steady-state support
• Run technical requirements gathering workshops with client stakeholders, mapping their current workflows to how they'll operate in IronSight
• Manage implementation projects end to end: scheduling, stakeholder coordination, configuration, user acceptance testing, and go-live
• Translate between non-technical client teams and IronSight's developers, turning business requirements into specs the dev team can act on and turning technical constraints back into plain language for the client
• Query and review data in MySQL to validate configurations, troubleshoot issues, and support client reporting needs
• Build and maintain dashboards in Metabase for internal tracking and client-facing reporting
• Work with JSON Schema and structured data formats when scoping integrations or data imports
• Provide technical support for clients in implementation and steady-state, escalating to Engineering when needed
• Document and share client feedback with Product and Engineering

What You Bring

• 5+ years of experience in enterprise SaaS implementations with complex client configurations
• Experience managing client relationships, whatever it was called in your last role: account management, customer success, or client services. You know how to build trust, handle a difficult conversation, and keep a client oriented toward value
• Experience gathering and documenting technical requirements from non-technical stakeholders
• Experience managing software implementation or delivery projects: schedules, scope, stakeholders. You don't need to write production code, but you're comfortable enough with technical concepts to translate between business users and developers without losing anything in the middle
• Working knowledge of SQL (MySQL) sufficient to write and interpret queries
• Familiarity with Metabase or a comparable BI/dashboarding tool
• Familiarity with JSON Schema or similar structured data formats
• Strong written and verbal communication skills, including comfort leading workshops and client meetings
• Post-secondary education in business, computer science, or a related field, or equivalent work experience

You Share Our Values

• Own It – We take extreme ownership of everything we do. "Not my problem" isn't in our vocabulary.
• Be Bold – We show courage and take action to deliver exceptional results.
• Win Together – We win together and we grow together.
• Get Obsessed – We are passionate about our clients. Their problems are our problems. Their success is our success.

What You'll Get

• A rewarding role at an exciting, growing scale-up with a strong culture of connection, fun, and performance
• Hybrid work arrangements
• 3 weeks annual time off
• Company-supplied laptop and software
• Investment in your professional development
• Group Benefit Plan including Mental and Physical Health, Vision, Dental, RRSP matching, and Health Care Spending Account

About IronSight

Founded in 2017, with headquarters in Edmonton, Alberta, IronSight is a digital technology company taking the guesswork out of energy and industrial operations.

Through its cloud-based software, IronSight digitizes processes and workflows involving people, equipment, and service logistics, capturing and displaying field services data to benchmark performance, reduce OPEX/CAPEX and environmental footprint, and enhance safety.

Job Type: Full-time

Pay: $80,000.00-$110,000.00 per year

Benefits

• Casual dress
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• RRSP match
• Vision care

Experience

• Data Analysis or SQL: 1 year (required)
• B2B SaaS customer success: 3 years (required)

Work Location: Hybrid remote in Edmonton, AB T6E 4E6