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Passion · Intensity · Energy   |   People · Integrity · Empowerment   |   Product · Innovation · Efficiency

Every role at Iron Sheepdog is expected to embody the Iron Sheepdog Standard: industry-leading software backed by White-Glove Service and operational excellence, delivered by a flat, fast-moving, transparent, results-driven team.

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POSITION SUMMARY

As a Customer Success Manager at Iron Sheepdog, you aren't just "managing accounts" — you are the bridge between cutting-edge technology and ISD Materials. 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.

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You will own a portfolio of small and mid-sized broker, contractor, and hauler accounts, leading each implementation using ISD's implementation framework and tailoring configuration and rollout to how each account operates. You'll advise clients on workflow changes that improve productivity and profitability, and you'll work under general supervision with authority to determine go-live readiness and resolve account issues within defined limits.

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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. Success in this role means every account you implement goes live on a plan that fits its operation, reaches full platform proficiency, and consistently sees the maximum value of the ISD application.

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KEY RESPONSIBILITIES

• Lead Client Implementations: For each assigned account, assess operations, including material flows, haul cycles, broker and hauler relationships, and billing practices. Build the implementation plan using ISD's implementation framework, tailor platform configuration and rollout to the account's needs, and determine when the account is ready to go live. Support implementation leads on complex or enterprise accounts.
• Advise Clients on Operational Performance: Analyze load-cycle, ticket, and utilization data for assigned accounts, and recommend changes to clients' dispatch, ticketing, and billing workflows that improve productivity and profitability.
• On-Site Implementation Assessments: Spend time where the work happens. Visit active job sites to evaluate whether the platform configuration supports the construction schedule and load-cycle targets, and decide what corrective changes the account needs.
• Own Data Integrity & Resolve Discrepancies: Set ticketing and data standards for assigned accounts at implementation, determine whether ticket, load, and billing records reflect actual field activity, and resolve discrepancies, including approving corrections and credits and escalating disputes beyond that limit.
• Account Health & Escalations: Monitor account health, identify adoption or retention risk, and determine the intervention plan. Handle escalated support issues that require judgment; routine how-to questions are routed to Product Support.
• Voice of the Customer: Recommend platform improvements based on field patterns across your portfolio, collaborating with Sales, Engineering, and Accounting to see them through.

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DECISION AUTHORITY

This role operates under general supervision and has authority to:

• Approve implementation plans and go-live for assigned accounts, and tailor ISD's implementation framework when an account's operation requires it.
• Own data integrity for assigned accounts, including setting data standards, determining whether records reflect field activity, and directing root-cause corrections.
• Approve ticket corrections and billing credits without prior approval.
• Commit ISD training and site resources to assigned accounts.

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Significant departures from the implementation framework, credits above the approval limit, and enterprise implementations are reviewed with the manager.

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QUALIFICATIONS

Required

• 1+ years of experience leading client implementations, or in implementation consulting, customer success, training, and/or project management.
• Expertise in Google Docs and Sheets; competence in web browsing and rapid adaptation to emerging technologies.
• Exceptional written and verbal communication skills, with the ability to serve as the training liaison between clients and the company.
• Ability to travel as required, including short-term (2–3 day) trips for events and on-site training.

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Preferred

• 2+ years of experience in client-facing implementation, customer success, or project management, preferably within the construction or a related industry.
• Working knowledge of construction operations and processes, or the ability to acquire it quickly.

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Core Competencies

• Iron Sheepdog Platform Proficiency: Rapidly acquire operational proficiency with the mobile application and web browser, and apply it to the benefit of clients, brokers, and operators — able to answer any inquiry from any user.
• Customer Expertise: Empathetically identify and understand client needs and develop creative solutions to address their concerns.
• Strategic Perspective: Evaluate the business in the context of market opportunity, competitive advantage, and resource allocation.
• Problem Solving: Identify and resolve problems in a timely manner; gather and analyze information, develop alternative solutions, and facilitate collaborative problem-solving — maintaining objectivity even on sensitive topics.
• Decision Making: Make rational, well-researched decisions that optimize outcomes for both the customer and ISD, consulting others and leveraging data where appropriate.
• Communication: Communicate clearly and persuasively, verbally and in writing; listen actively, respond effectively, present numerical data effectively, and adapt style to diverse audiences.
• Teamwork/Collaboration: Build effective relationships, give and receive feedback constructively, proactively resolve conflict, and prioritize team success over individual interests.
• Proactive Ownership: You don't wait for an invite to help — you see a gap in a process and you close it, exercising initiative and accepting the measured risk that comes with it.
• Reasoning Ability: Solve practical problems and manage diverse concrete variables where standardized procedures may be limited; interpret written, oral, diagrammatic, and schedule-based instructions.
• Attendance: Maintain consistent attendance and punctuality, and ensure responsibilities are covered during absences.

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PHYSICAL REQUIREMENTS & WORK ENVIRONMENT

Physical Demands

• Ability to remain in a stationary position for extended periods at a computer workstation while planning implementations, analyzing account data, and supporting clients.
• Ability to stand and walk for extended periods on active construction sites, including uneven, unpaved, and sloped terrain, while conducting on-site implementation assessments.
• Ability to occasionally lift and/or move up to 10 lbs (e.g., training materials, devices, or site equipment). 
• Manual dexterity for keyboard, mobile device, and tablet use; visual acuity for screen-based work and in-field verification.
• Ability to travel by car and air, including regular local driving between client job sites and short-term (2–3 day) overnight trips.

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Work Environment

• Primary work environment: combination of standard office or home-office setting and client job sites, including active construction sites, material yards, and haul routes.
• Noise level: typically moderate in office settings; elevated during field visits due to heavy trucks, loaders, and construction equipment.
• Field exposure: outdoor weather conditions, variable temperatures, dust, and proximity to moving vehicles and heavy equipment; required personal protective equipment (PPE) must be worn on site.
• Schedule: Monday through Friday, 8:00 a.m. to 5:00 p.m. Occasional early morning, late evening, and weekend work may be required as dictated by job duties and construction schedules.

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The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This description is not exhaustive and does not create a contract of employment.

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COMPENSATION & TOTAL REWARDS

This role is paid on a salary basis. The anticipated base salary range is $70,500 – $80,000 annually, determined by experience, qualifications, and internal equity within Iron Sheepdog's compensation framework. In addition to base salary, this role is eligible for bonus. 

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Iron Sheepdog offers a competitive Total Rewards package, including:

• Base salary and performance-based bonus eligibility
• 401(k) retirement plan
• Health, dental, and vision insurance
• Paid time off and company holidays

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EQUAL EMPLOYMENT OPPORTUNITY & MULTI-STATE COMPLIANCE

Iron Sheepdog is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other status protected by applicable federal, state, or local law.

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Iron Sheepdog is committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and applicable state law. Applicants requiring accommodation during the application or interview process should contact People & Talent.

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Employment with Iron Sheepdog is at-will, meaning either the employee or the company may terminate the employment relationship at any time, with or without cause or notice, except as otherwise required by law.

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Offers of employment are contingent upon successful completion of a background check and, where applicable under state law, verification of work authorization (E-Verify), consistent with all applicable "ban-the-box" and fair-chance hiring laws in the posting location.

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This job description is intended to describe the general nature and level of work performed. It is not an exhaustive list of all duties, responsibilities, and qualifications required, and duties may be added, changed, or reassigned at any time.

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