Senior Customer Success Manager
Field Nation
Full-time
Remote
Worldwide
$85,000 - $140,000 USD yearly
Who we are:
Field Nation brings companies and service professionals together through an integrated, easy-to-use platform. We support businesses looking to grow their service offerings while also empowering technicians to leverage their skills on their own terms. Our mission is to help the service delivery industry do great work, and we live that mission by doing great work for the companies and service professionals that depend on us.
Why is this role important to Field Nation?
At Field Nation, we strive to help our customers maximize the value to their business by implementing a hybrid labor model for their field service operations. A strong Customer Success team becomes the driving force of value creation by focusing on business transformation, strategy execution, and consistently delivering positive outcomes every day for our customers. Customer Success is constantly and strategically addressing client pain points to create happy and healthy customers. We strive for our customers to realize success and transform their business through the adoption of our FN solutions. This position offers the opportunity to be in a fast-paced, high growth environment where new ideas are encouraged and collaboration is a must. This position is located in Minneapolis, MN and reports to the Customer Success Team Manager.
What you'll get to do:
- Drive customer retention, adoption, and growth by understanding success metrics and delivering value across the customer lifecycle.
- Build strong customer relationships through regular touch points (cadence calls, training, Executive Business Reviews) and by sharing best practices.
- Understand customer KPIs, uncover business needs, and deliver tailored solutions and training based on personas, industry, and company size.
- Act as a trusted advisor by maintaining deep knowledge of customer industries, product features, benefits, and contract details.
- Proactively monitor customer health, prioritize initiatives, and manage multiple customer projects to address pain points and improve outcomes.
- Identify and qualify upsell or expansion opportunities, leading solution discussions with decision-makers, managers, and frontline users.
- Advocate for customers internally by sharing business requirements, enhancement requests, and representing Customer Success in GTM launches and VOC processes.
You might be a good fit if you have:
- 5+ years of experience in customer success, account management, solution architecture, or business analysis, with a track record of driving customer growth through value delivery.
- Strong expertise in business transformation, organizational change management, and influencing C-level stakeholders with measurable results.
- Skilled in leading large-scale programs and collaborating across internal and external cross-functional teams.
- Hands-on approach with strong problem-solving, prioritization, and time management skills in fast-paced environments.
- Proficient in Salesforce/CRM tools, Google Workspace, and Excel; committed to core values of customer focus, collaboration, courage, and resilience.
Why we think you'll love it here:
- Unlimited paid time off
- Annual vacation bonus - yes, we’ll pay you a bonus to take paid time off!
- Individualized growth + development plans
- Strong values around work/life balance
- Community involvement opportunities
- Competitive benefits: medical, dental, vision, paid parental leave + 401K
- Exposure to cutting-edge technologies to solve meaningful problems
Come as you are:
At Field Nation, we believe work is about more than checking the right boxes. If you don’t meet 100% of the requirements for this role, but still feel you’d be a good fit, we want to hear from you! We review all applications and may even have another open position where you are the perfect fit.
Field Nation offers a flexible, highly collaborative, hybrid work environment. We are looking for people to join our high performance culture in the states of WA, OR, AZ, UT, CO, TX, NE, KS, MN, WI, IL, IN, MI, OH, KY, VA, NC, SC, GA, FL + CA.
Employment is contingent on passing a pre-employment background check. Your written consent will be obtained prior to a background check being performed.