Customer Success Manager

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.

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.

Key Responsibilities

• Relationship Management
• Build strong relationships with customers, understanding their goals and ensuring they are met through the platform
• Conduct regular check-ins to monitor usage and overall satisfaction
• Act as the primary point of contact for a portfolio of customers
• Customer Support and Success
• Respond to support requests in a timely and professional manner
• Troubleshoot issues and coordinate with the product team when necessary
• Maintain records of customer interactions and feedback
• Retention and Growth
• Monitor usage and identify churn risks early, addressing them with tailored support
• Identify upsell and renewal opportunities and collaborate with the sales team to execute them
• Customer Support and Success
• Respond to support requests in a timely and professional manner
• Troubleshoot issues and coordinate with the product team when necessary
• Maintain records of customer interactions and feedback
• Collaboration and Feedback
• Provide customer insights to product and engineering teams to help shape product direction
• Share trends, wins, and blockers with the broader customer success and sales teams

Qualifications

• Experience in customer success, account management, or a client-facing SaaS role
• SaaS experience with a strong acumen for product knowledge
• Strong communication and relationship-building skills
• Ability to troubleshoot issues and explain technical concepts to non-technical users
• Experience working with CRM or customer success platforms
• Highly organized and proactive with a customer-first mindset
• Located in CT/MT/PT time zone
• Nice to Have
• Experience in construction tech or working with AEC clients is a plus

What We Offer

• Base salary + Incentive Plan
• Health, dental, and vision insurance
• Unlimited PTO and remote flexibility
• Opportunity to grow your career at a fast-paced AI startup
• Collaborative and innovative work environment

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.

Join us in revolutionizing pre-construction estimating with the power of AI!