Customer Success Manager

<p style="min-height:1.5em">We are an innovative technology company providing a cutting-edge, AI-powered cloud platform for the construction industry. Created by industry experts with deep estimating experience, our software dramatically streamlines the pre-construction process. Our solution uses advanced machine learning to automate traditionally time-consuming takeoff tasks, helping estimators work up to 80% faster while reducing costly errors. </p><p style="min-height:1.5em">Our collaborative platform enables real-time teamwork, instant drawing analysis, and features a revolutionary conversational AI interface that transforms how professionals interact with construction plans. Founded by construction industry veterans, our award-winning application automates the takeoff process, enabling estimators to analyze blueprints in seconds rather than hours or days.</p><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>Key Responsibilities</strong></p><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>Relationship Management </strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Build strong relationships with customers, understanding their goals and ensuring they are met through the platform</p></li><li><p style="min-height:1.5em">Conduct regular check-ins to monitor usage and overall satisfaction</p></li><li><p style="min-height:1.5em">Act as the primary point of contact for a portfolio of customers<br></p></li></ul><p style="min-height:1.5em"><strong>Customer Support and Success </strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Respond to support requests in a timely and professional manner</p></li><li><p style="min-height:1.5em">Troubleshoot issues and coordinate with the product team when necessary</p></li><li><p style="min-height:1.5em">Maintain records of customer interactions and feedback</p></li></ul><p style="min-height:1.5em"><strong>Retention and Growth </strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Monitor usage and identify churn risks early, addressing them with tailored support</p></li><li><p style="min-height:1.5em">Identify upsell and renewal opportunities and collaborate with the sales team to execute them</p></li></ul><p style="min-height:1.5em"><strong>Customer Support and Success </strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Respond to support requests in a timely and professional manner</p></li><li><p style="min-height:1.5em">Troubleshoot issues and coordinate with the product team when necessary</p></li><li><p style="min-height:1.5em">Maintain records of customer interactions and feedback</p></li></ul><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>Collaboration and Feedback </strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Provide customer insights to product and engineering teams to help shape product direction</p></li><li><p style="min-height:1.5em">Share trends, wins, and blockers with the broader customer success and sales teams<br></p></li></ul><p style="min-height:1.5em"><br></p><p style="min-height:1.5em"><strong>Qualifications</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Experience in customer success, account management, or a client-facing SaaS role</p></li><li><p style="min-height:1.5em">SaaS experience with a strong acumen for product knowledge </p></li><li><p style="min-height:1.5em">Strong communication and relationship-building skills</p></li><li><p style="min-height:1.5em">Ability to troubleshoot issues and explain technical concepts to non-technical users</p></li><li><p style="min-height:1.5em">Experience working with CRM or customer success platforms</p></li><li><p style="min-height:1.5em">Highly organized and proactive with a customer-first mindset</p></li><li><p style="min-height:1.5em"><strong>Located in CT/MT/PT time zone</strong></p></li></ul><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>Nice to Have</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Experience in construction tech or working with AEC clients is a plus<br></p></li></ul><p style="min-height:1.5em"><strong>What We Offer</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em"> Base salary + Incentive Plan</p></li><li><p style="min-height:1.5em">Health, dental, and vision insurance</p></li><li><p style="min-height:1.5em">Unlimited PTO and remote flexibility</p></li><li><p style="min-height:1.5em">Opportunity to grow your career at a fast-paced AI startup</p></li><li><p style="min-height:1.5em">Collaborative and innovative work environment<br></p></li></ul><p style="min-height:1.5em">We are an equal opportunity employer committed to building a diverse team. We welcome applications from candidates of all backgrounds who are passionate about using technology to transform the construction industry.</p><p style="min-height:1.5em"><em>Join us in revolutionizing pre-construction estimating with the power of AI!</em></p>