Customer Success Manager

About The Role

Customer Success Managers are responsible for ensuring that contractors derive maximum value from the service. The role involves managing customers from launch through to adoption, full rollout, and ongoing growth. The position requires a combination of coaching, project management, consulting, and product specialization, with a strong focus on the success of customers.

Responsibilities

Training and onboarding end users, assisting with pre-sales pilots, collaborating with executive contacts to plan for further adoption, and ensuring that customers see a tangible impact and renew their service.

Internally, collaboration with sales, marketing, and product teams will be essential to maximize revenue and product opportunities.

Additionally, the role will involve weekly activities such as

- Strategy meetings to review Customer Success targets and metrics

- Feature request review cycles with the Product team to gather feedback and prioritize new features

- Demonstrating new product features

- Coordinating with Sales to plan onboardings, address customer issues, and strategize next steps for key accounts

The Company You’ll Join

Our client is focused on digitizing and automating the change order process within the commercial construction industry.

Similar to how TurboTax revolutionized tax documents and Expensify modernized expense reports, this organization is transforming change order communication and log management by developing pioneering, category-defining software that aims to revolutionize the commercial construction sector.

As technology rapidly transforms the construction industry, traditional communication methods for costs have lagged behind, remaining reliant on outdated systems like carbon copy paper, spreadsheets, and email to manage billions in expenses. These antiquated processes can consume days or weeks, involving extensive manual tasks such as scanning, data entry, and transcription.

The organization is redefining the concept of "change order communication," effectively digitizing this historical process to foster improved profitability, stronger contractor-customer relationships, enhanced transparency into project costs, and reduced paper waste.

This is a venture-backed, 100% SaaS company with notable credentials for its growth stage.

- **Blue Chip Clients:** The organization has already partnered with some of the largest general and subcontractors in the US and has contributed to landmark projects.

- **Significant Growth:** Revenue and platform usage consistently double or triple year-over-year.

- **Large Volumes Processed:** Over $100 million in Change Order Requests are shared monthly on the platform.

- **Significant and Important Projects:** Trust is placed in the company to manage substantial projects in the commercial construction sector, with over $20 billion in projects on the platform to date.

The Team You’ll Be Surrounded By

Alongside experienced SaaS and product leaders, the team boasts over 60 years of combined experience in the commercial construction realm. The organization understands its customers' pain points and challenges firsthand, having developed a category-defining product that prioritizes user needs.

You’ll become part of an ambitious and collaborative environment, dedicated to fostering a supportive and diverse team passionate about empowering contractor customers.

Requirements

- Commercial construction experience managing Change Order Requests

- Capability to lead strategically while inspiring and motivating the team, alongside a strong attention to detail

- Proven ability to collaborate with a diverse range of stakeholders, including Senior Post-Sales Leadership and cross-functional teams (Sales, Marketing, Product, Finance, Legal)

- Skill in influencing and challenging conventional thinking

- 3 years of relevant industry or role experience

- Proven track record in project management and relationship building

- Excellent verbal and written communication skills

Benefits

- Experience and contribution to shaping the customer success strategy, including onboarding processes, growth support, communication of value, and gathering feedback for product improvement

- Close collaboration with the executive leadership team

- Opportunity to work within a new product category that has achieved product-market fit

- Experience at a venture-backed growth startup

- Flexibility for remote work

- Competitive market-rate salary for a Series B company

- Subsidized healthcare, vision, and dental plans

- Early equity opportunities!