Implementation & Customer Success Specialist B2B SaaS | Mining FIFO Operations

This is a remote position.

We are looking for an Implementation & Customer Success Specialist to lead new client deployments and manage ongoing relationships for our platform. Our platform manages accommodation and transportation for workforces in the mining energy and construction sectors.

This role combines implementation client onboarding and ongoing customer success. You will work directly with client stakeholders coordinating people logistics accommodation finance and IT to configure the system train users and ensure long-term adoption.

This role includes international travel (approximately 15 to 30%) for on-site implementations typically 2 to 4 trips per year ranging from 5 to 14 days.

Why This Role Stands Out

Own implementations end-to-end from kickoff through go-live and beyond

Work hands-on inside the product not just managing timelines

Partner with clients solving real operational challenges (not just software questions)

Gain exposure to complex workflows: accommodation transportation rostering logistics

Collaborate closely with engineering on integrations and system behavior

Join a lean high-impact team with real ownership and autonomy

Build a strong foundation for growth into senior implementation customer success or operational leadership roles

What Youll Be Doing

Youll 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 clients 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 youll improve training materials refine implementation processes and contribute to internal playbooks and documentation.

What Were Looking For

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. Youll work directly with clients.

Ability to manage multiple clients and priorities simultaneously

A proactive ownership-oriented mindset

Highly Preferred (Strong Advantage)

Direct experience with FIFO / BIBO / DIDO / camp operations including:

Accommodation / bed management

Workforce rostering and shift rotations

Transportation coordination (charter flights buses manifest management)

Irregular operations (IROPS) management: no-shows go-shows inclement weather flight diversions mechanical issues aircraft swaps rebooking and re-accommodation of passengers

Housekeeping workflows

Check-in/check-out or kiosk systems

Night audit or daily reconciliation processes

Candidates with this background will ramp significantly faster and are strongly prioritized.

Nice to Have

Background in mining energy or large-scale remote project operations

Familiarity with SQL or databases (flexible here but of interest)

Experience with integrations (SSO HRIS payments)

Experience building training materials or working with LMS platforms

Spanish and/or French language skills

Experience working in distributed remote teams

Benefits

Why Apply

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