Senior Customer Success Executive
About this role
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 this role is important to Field Nation:
The Senior Customer Success Executive is the most strategic partner our enterprise buyers have, the person they call before they make a decision, not after. The Sr. CSE earns the right to lead that transformation by working through three lenses every day: Trusted Advisor, Success Engineer, and Value Manager. With all three, you are a strategic partner.
Our Sr. CSEs use AI as a co-pilot, not a replacement, to amplify both the technical and business sides of the role. AI handles what is repeatable. The Sr. CSE owns what requires judgment, trust, and relationship.
What you'll get to do:
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Build and sustain executive sponsor relationships - lead strategic business discussions, establish shared goals and milestones, and become the partner buyers bring into internal planning conversations.
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Develop a deep understanding of each buyer's business model, competitive landscape, and field service spend, and use that context to bring recommendations, not options.
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Translate buyer use cases into real platform configurations: dispatch rules, SLA routing, skills matching, contractor networks, and multi-region scheduling that work in the field, not just in a demo.
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Own the technical side of onboarding - SSO, ERP/CRM/payroll integrations, automation setup - and lead working sessions directly with buyers' ops and IT teams without escalating.
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Use AI and platform analytics to detect adoption gaps, flag rising exceptions, and surface where buyers are leaving performance on the table, then turn those signals into practical workflow improvements.
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Run structured KPI discovery - first-time fix rate, dispatch time, work order cost, SLA compliance - and co-create a quantified value hypothesis tied to the buyer's P&L.
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Build mutual success plans with clear owners and milestones; track outcomes vs. baseline and present results as before/after narratives in the buyer's financial language, not a feature list.
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Drive renewals and expansion by anchoring every business-focused conversation to evidence of realized value - new regions, deeper platform engagement, and additional services.
As a Trusted Advisor:
As a Success Engineer:
As a Value Manager:
You might be a good fit if you have:
- 7+ years of enterprise customer-facing experience in Customer Success, Customer Engineering, Value Engineering, or Strategic Account Management, with a track record of delivering measurable business outcomes.
- Executive-level relationship management, with the ability to influence C-suite, Operations, IT, and Finance stakeholders while serving as a trusted advisor.
- Strong technical and business acumen, including APIs, integrations, SSO, workflow design, ROI modeling, cost savings analysis, and communicating value in operational and financial terms.
- AI-forward and consultative mindset, leveraging AI tools in daily work while applying critical thinking, domain expertise, and proactive problem-solving.
- Relevant industry experience and tools, preferably in IT field services, on-demand labor, or third-party services, with proficiency in Salesforce (or similar CRM) and Google Workspace.
A Note on AI:
AI isn’t an add-on at Field Nation - it’s embedded in how we operate. We use AI-powered solutions to work smarter, move faster, and stay ahead - and we expect our team to do the same. If you’re someone who leans in, stays curious, and looks for a better way, you’ll fit right in.
While we utilize AI in our recruiting process to help surface candidates, every resume and application is reviewed by an actual human. You won’t get lost in an algorithm here.
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