Manager, Customer Success

As a Manager of Customer Success, you will lead a team of CSMs dedicated to ensuring our construction partners realize maximum value from our platform. Your responsibility includes supporting your team in driving long-term value, adoption and retention for our customers.

Requirements

• Leadership: 2+ years as a leader in Customer Success, account management, or technical support.
• Financial Acumen: Experience in driving customer success KPIs including Net Retention Rate (NRR), Gross Retention Rate (GRR), Customer Health Score, Product Adoption Rates, and Expansion Revenue (Upsell/Cross-sell).
• Systems Experience: Proficiency in CRM platforms (preferably Salesforce) and Customer Success Platforms (e.g. Gainsight, Totango, ChurnZero).
• Industry Experience: Direct experience in Construction or Engineering SaaS is highly preferred.
• Education: Bachelor’s Degree in business management, business administration, communications, or similar field preferred.
• Analytical skills: Ability to analyze customer data, usage trends, and health scores to support customer growth and proactively prevent churn.
• Problem Solving/Communication: Strong critical thinking skills to resolve complex customer issues. Executive level presentation skills and ability to speak confidently with both C-suite executives and site foremen.
• Travel: Ability to travel as needed domestically to support customer needs.

Benefits

• Medical
• Dental
• Vision
• Life
• Disability
• Time off plans
• retirement plans
• Paid Parental Leave
• Employee Stock Purchase Plan