Customer Success Manager

As a Customer Success Manager at Iron Sheepdog, you aren’t just “managing accounts” – you are the bridge between cutting-edge technology and the dirt-moving world. You will lead the charge in onboarding new brokers and clients, ensuring they don’t just use our platform, but master it to drive their own business growth. We’re looking for a high-energy, project-management-minded professional who thrives on building relationships and isn’t afraid to get their boots a little dirty to ensure a project’s success.

To ensure success in this role, you must proficiently execute each essential duty. The following requirements delineate the requisite knowledge, skills, and abilities. Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions.

• Master the Platform: Become an expert in the ISD mobile and web ecosystem to provide immediate, high-level support to clients, brokers, and haulers.
• Drive Onboarding & Adoption: Lead the end-to-end integration of new accounts, providing hands‑on training until users reach full proficiency.
• Field Operations & QC: Spend time where the work happens. You’ll conduct daily “work-in-progress” inspections to ensure our technology is accurately supporting the construction schedule and load cycle efficiency.
• Be the Voice of the Customer: Collaborate across Sales Engineering, and Accounting to translate field feedback into platform improvements.
• Data Integrity: Review task reports (hourly, tonnage, cubic yard) to ensure tickets match reality, facilitating seamless billing and dispute resolution.
• Continuous
  
  Education:
  
  Keep our partners updated on new features, ensuring they always see the maximum value of the ISD application.

Rapidly acquire operational proficiency with the mobile application and web browser. This knowledge must be applied to the benefit of clients, brokers, and operators. The ideal candidate will possess a comprehensive understanding of the platform and address all inquiries from any user.

Customer service skills shall include the ability to empathetically identify and understand the needs of the client and develop creative solutions to address their concerns. Acquire a foundational understanding of construction operations and processes.

A primary responsibility of this role is to serve as the training liaison between clients and the company. This requires exceptional written and verbal communication skills.

Evaluate the overall business within the context of key factors such as market opportunity, competitive advantage, and resource allocation.

Foster open communication; address difficult situations; maintain objectivity. Identify and resolve problems in a timely manner; gather and analyze information effectively; develop alternative solutions; facilitate collaborative problem‑solving; employ logical reasoning, even when addressing sensitive topics.

Make decisions that optimize outcomes for both the individual and ISD. Decisions should be made rationally, based on thorough research of alternatives and understanding of potential consequences. Effective decision‑makers consult others when appropriate and leverage knowledge, data, and opinions to inform final decisions.

Articulate ideas and thoughts verbally and in writing; demonstrate active listening and comprehension; maintain adequate information flow; select and utilize appropriate communication methods. Communicate clearly and persuasively in both positive and negative situations; actively listen and seek clarification; respond effectively to inquiries; participate constructively in meetings. Write with clarity and accuracy; edit work for spelling and grammar; adapt writing style to diverse needs;

present numerical data effectively; demonstrate the ability to read and interpret written information.

Establish and maintain effective relationships; exhibit tact and consideration; work collaboratively in group settings; proactively…