Customer Success Manager

Job description

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!