About the job
About Our Client
It's time to build. Whether it's creating more housing, upgrading our infrastructure, or adapting to climate change, one thing is clear: the construction industry is at the center of solving our biggest problems. The aim is to make buildings cheaper and easier to construct by transforming the way commercial construction companies procure their materials.
Founded in 2018, this organization has rapidly emerged as one of the fastest-growing construction technology firms globally. With construction accounting for $10 trillion in annual global expenditure, it plays a vital role in supporting essential infrastructure like roads, schools, hospitals, and offices. Despite this, the industry has seen minimal innovation in the past 70 years, particularly in how materials, which can account for up to 40% of project costs, are bought and sold. This presents a significant opportunity.
About the Role
The Customer Success Managers (CSMs) are responsible for ensuring the long-term health and success of customers while serving as trusted advisors. The goal is to guide customer decision-makers and users in achieving their materials management objectives through the effective use of the company's suite of products.
Responsibilities
- Leading the commercial engagement of an assigned portfolio, ensuring that customers are experiencing successful business outcomes from their adoption of the company's platform.
- Managing the end-to-end renewal and upsell process to maximize net revenue retention (NRR).
- Balancing the competing priorities of a substantial mid-market portfolio through effective task management, structured communication cadence, and strong usage analytics skills to monitor customer health.
- Demonstrating deep product expertise as needed, recommending best practices, conducting ad hoc training across all products, and facilitating user feedback and recommendations between the customer and the product team.
- Proactively coordinating and mobilizing internal and external stakeholders to overcome barriers to success, including collaboration with product, sales, onboarding, technical support, and executive teams.
- Maintaining strategic, multi-threaded relationships with key contacts within each account organization.
- Contributing knowledge and learnings back to the Core CSM and Customer Success organization to help evolve playbooks and methodologies for success.
About You
If you’re a results-oriented Customer Success Manager with a track record of delivering exceptional customer outcomes, this role may be for you!
What you've accomplished
- 3+ years in a customer-facing role within a SaaS, software, or technology-based environment; familiarity with the construction industry and/or accounting ERPs is a plus.
- Proven experience in independently managing and executing customer renewals, with a strong record of successfully renewing and expanding a mid-market portfolio.
- A history of success in outcomes measured by usage, retention rates, and overall Net Promoter Score (NPS).
- Influential collaboration and communication with internal and external stakeholders through both remote and in-person interactions.
- Proficiency in using tools like ChurnZero, Salesforce, Notion, Slack, and Zoom.
What you care about
**Customer Obsession:** A deep commitment to understanding and addressing customer needs.
**Innovation:** A focus on seeking transformative solutions and a determination to evolve the industry.
**Impact:** The ability to prioritize effectively while maintaining a fast-paced and detail-oriented approach.
Salary
The total compensation package, including base salary and on-target variable compensation, ranges from $90,000-$115,000, depending on experience.
Your compensation will be influenced by several factors, including experience, skills, market dynamics, and alignment with internal equity. The compensation and benefits details provided are based on a good-faith estimate as of the date of this posting and may be updated in the future.
Benefits
This position is eligible for a new hire equity grant, and all full-time employees based in the US can access a comprehensive suite of perks and benefits. For additional information about available perks, please visit our careers page.
Location:
This role is fully remote for candidates based in the US (preferably on the East Coast) and requires occasional travel, approximately once per quarter.
Team members operate entirely remotely across North and South America. If applicable, the text above will specify any travel or location-specific requirements. Otherwise, team members can expect to work during business hours aligned with their local time zone.
