Customer Success & Solution Implementation Manager

Clue Insights is hiring a Customer Success & Solution Implementation Manager to lead customer rollouts of its equipment management software. The role combines implementation, customer training and support, data migration and reporting, integration troubleshooting, and contract renewals for heavy construction customers.

Responsibilities:

• Software Implementation: Carry out the end-to-end implementation of Clue’s equipment management software for new customers, ensuring a smooth transition and integration with their current systems
• Customer Success: Lead weekly success calls with customers to provide training, support, and guidance throughout the software rollout process, from proof-of-concept stage to complete roll-out
• Ongoing Engagement: Maintain maximum customer satisfaction, conducting monthly meetings with customers who have completed the rollout, training on new functionalities, gathering feedback, and exploring opportunities for expanding the use of Clue to new modules or areas within the customer’s operations
• Data Configuration & Migrations: Design and execute data migrations (e.g., PM plan reassignments, equipment configurations) involving multiple database tables while preserving historical records. Configure custom alerts and notifications based on customer-specific workflows
• Integration Support: Troubleshoot integration issues between Clue and customer ERP/telematics systems (Vista, Spectrum, JDE, Samsara, Geotab). Coordinate with engineering to resolve API and data pipeline issues affecting customer operations
• Cross-Functional Issue Management:Manage customer issues across CRM and engineering systems to ensure proper tracking, prioritization, and resolution. Create detailed feature requests and bug reports with technical context, advocating for customer needs in product discussions
• Business Intelligence & Custom Reporting: Design and build custom SQL-based reports tailored to customer KPIs and operational needs—including equipment utilization, mechanic performance, PM compliance, inspection completion rates, fuel consumption, and work order billing. Partner with customers to translate their business questions into actionable data deliverables
• Contract Renewals: Own the KPIs related to the successful conversion from proof of concept to annual contract, as well as the annual renewals of contracts

Requirements:

• The ideal candidate will have a robust background implementing software solutions (ERP, CMMS, Telematics) in the heavy construction industry
• Proven experience in implementing and rolling out telematics, GPS, ERP, or maintenance systems such as Caterpillar VisionLink, HCSS, B2W, Viewpoint Vista, Oracle JDE with heavy construction companies
• Strong understanding of equipment lifecycle management, preventive maintenance programs, and fleet utilization metrics
• Proficiency writing SQL queries for data investigation, bulk operations, and custom report development
• Superb proficiency in spreadsheets
• Comfortable working in production databases (read-only) to diagnose customer issues and build reports
• Daily user of modern AI tools for real work—using LLMs to write, analyze, investigate, and automate workflows
• Familiar with agentic AI patterns (AI assistants that take actions, query databases, manage tickets across systems)
• Comfortable prompting and directing AI tools to accelerate technical investigations, draft customer communications, and generate reports
• Stays current with emerging AI capabilities and actively integrates them into daily workflows
• Ability to understand customer operational metrics in heavy construction—equipment utilization, maintenance KPIs, fleet cost tracking, telematics health—and translate them into meaningful reports
• A strong background in providing exceptional customer support
• Engage and represent Clue with senior executives at enterprises with revenues of $1-5 billion, necessitating high-level negotiation and superior relationship-building skills
• Experience troubleshooting integrations between SaaS platforms and ERP systems is a plus
• Experience building executive-level dashboards or automated report deliverables is a plus