Customer Success & Implementation Specialist

Full-time · Remote · Based in the Americas, North or South, within ~2 hours of US Eastern

Archilogic is the spatial system of record for the age of AI: buildings, the world's largest asset class, become structured data every system, team, and AI agent can reach. Floor plans in CAD and PDF turn into a live, queryable spatial database, edited in the browser and versioned like code. We're already the spatial source of truth for some of the world's largest enterprises, remote-first with hubs in Zurich and the San Francisco Bay Area.

Why this role

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.

What you'll bring

• Meaningful customer success or implementation experience with a technical product: onboarding, professional services, technical account management, or consulting. You've owned customer relationships and outcomes over time, not just tickets. This is the #1 thing we screen for.
• 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. It's not a requirement and we'll teach you the domain, but if you already speak this language you'll be effective much faster. Tell us about it when you apply.
• Enough technical ability to be self-sufficient: you're comfortable working with APIs and can write or adapt scripts and small extensions in JavaScript/TypeScript. Customers will depend on what you set up, so it has to work.
• Teaching instinct: you can get a non-technical facility manager comfortable with the product in the morning and hold a credible conversation with their IT team in the afternoon.
• Judgment and ownership: you're 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 (please read before applying)

• You must be based in the Americas within ~2 hours of US Eastern time (US Eastern/Central/Mountain, Canada, Latin America). US Pacific and locations outside the Americas are outside our collaboration window.
• 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.