[Hiring] Customer Success & Implementation Specialist @Archilogic

Role Description

When an enterprise customer signs, the next few months decide whether the account thrives or churns. You own that outcome. You're the person who turns a signed contract into a customer who's genuinely successful on the platform, and who renews and expands. That means understanding how their workplace and real estate teams actually operate, setting up their account to match, teaching their people until the tool is part of their week, and staying close to the account as its trusted point of contact.

This is a customer success role at heart. It comes with a technical dimension: our platform is extended through an SDK and APIs, and you'll get hands-on with those to configure accounts and adapt extensions to what each customer needs. You'll have engineering behind you for the heavy lifting, but you shouldn't be afraid of a code editor.

What you'll do

• Own enterprise onboarding and adoption end to end: configure each customer's account around their real workflows, get their team live, and drive usage across the accounts you manage.
• Teach and enable users: train facility managers, workplace teams, and IT until the product is embedded in how they work.
• Be the trusted face of Archilogic for your accounts: regular check-ins, first-line support, renewals and expansion conversations, escalating deep backend work to engineering.
• Make the data model fit how the customer actually operates, so Archilogic becomes their source of truth.
• Get hands-on with the platform when a customer needs more than configuration: small scripts against our APIs, and building or adapting extensions with our SDK (JavaScript/TypeScript).
• Turn recurring customer friction into roadmap signal for product.
• Support pre-sales conversations with scoping and hands-on product walkthroughs when a deal needs validation.

Qualifications

• Meaningful customer success or implementation experience with a technical product: onboarding, professional services, technical account management, or consulting.
• Familiarity with the world our customers live in is a big plus: IWMS/CAFM platforms (Tririga, Archibus, Planon, ServiceNow), CAD/BIM or floor plan data, corporate real estate or workplace operations.
• Enough technical ability to be self-sufficient: comfortable working with APIs and can write or adapt scripts and small extensions in JavaScript/TypeScript.
• Teaching instinct: able to get a non-technical facility manager comfortable with the product and hold a credible conversation with their IT team.
• Judgment and ownership: comfortable owning ambiguous problems on a small, remote team without leaving a mess behind.
• Comfort using AI tools (Claude, Codex, MCP, agentic tooling) as part of daily work.

Nice to have

• Experience at a B2Enterprise SaaS platform with an extension or SDK ecosystem.

Location & eligibility

• You must be based in the Americas within ~2 hours of US Eastern time (US Eastern/Central/Mountain, Canada, Latin America).
• We are not able to sponsor visas or work permits, now or in the future.
• Compensation is location-tiered: the range depends on where you're based, and we share it early in the process.