Customer Success Manager - B2B SaaS

Job description

About Pirros Pirros is building the intelligence layer for design production. We are fundamentally reshaping how architecture and engineering firms manage project knowledge and technical design details. Our platform is an AI-powered hub purpose-built for the AECO industry. We help architects, engineers, and contractors streamline detail management to improve consistency, minimize errors, and accelerate project delivery timelines. We are establishing the system of record for design production in a global $12T+ market that has been underserved by modern software for far too long. WHY JOIN PIRROS - Backed by top-tier investors including YC, Funders Club, PlanGrid, and Elephant - Profitable growth with $7M+ ARR and 10% month-over-month expansion - Recently secured a $17M Series A in 2025 - Over 350 active firms, including many of the leading AEC organizations nationwide - Industry-leading 120% net revenue retention (NRR) - Founding team with deep roots in the structural engineering industry - Comprehensive compensation including salary, equity, full benefits, and unlimited PTO - A culture defined by high trust, autonomy, and a team of experienced operators - The chance to solve high-impact problems for the professionals designing our physical world ABOUT THE ROLE This is not a reactive support role. Our CSM's serve as trusted advisors, account owners, and internal customer advocates. They own the customer relationship from onboarding and training through long-term adoption, engagement, and value realization. The CSM proactively monitors account health, identifies risks early, drives product adoption, uncovers expansion opportunities, and partners cross-functionally to resolve customer needs with urgency. As Pirros continues to grow, Customer Success is critical to retention, expansion, and turning customers into long-term Pirros advocates. WHAT YOU’LL DO - Own a book of Pirros B2B SaaS customers as their main post-sale point of contact - Lead Pirros onboarding, training, deployment, and ongoing adoption - Build strong customer relationships and understand each account’s goals, workflows, and success criteria - Monitor Pirros account health using usage data, customer feedback, engagement, and support trends - Identify churn risk early and create clear action plans to improve adoption and satisfaction - Drive proactive customer touchpoints, check-ins, business reviews, and adoption campaigns - Partner with Sales to support renewals, expansion opportunities, and long-term account growth - Work with Product, Support, and Engineering to resolve customer issues, bugs, and escalations - Translate customer feedback into clear internal signal for Product and leadership - Help customers understand new Pirros features, best practices, and ways to get more value from the platform - Turn happy customers into advocates, references, case studies, and promoters WHAT YOU’LL OWN - Customer retention and account health — Pirros customers renew because they are engaged and seeing value - Onboarding and adoption — customers are trained, activated, and using Pirros successfully - Risk management — risks are identified early, escalated appropriately, and resolved with urgency - Expansion signal — opportunities for growth are surfaced and shared with Sales - Customer feedback loop — Product and leadership understand what Pirros customers need, love, and struggle with - Customer advocacy — satisfied customers become long-term Pirros champions WHAT WE’RE LOOKING FOR - 3+ years of experience in B2B SaaS Customer Success, Account Management, or Implementation - Proven ability to manage customer relationships across onboarding, adoption, retention, and expansion - Strong communication skills, both written and verbal - Highly organized and detail-oriented, with the ability to manage multiple accounts and priorities at once - Strong problem-solving and de-escalation skills - Customer-focused, empathetic, and commercially minded - Comfortable using data to understand product usage, account health, and adoption trends - Self-starter who thrives in a fast-paced startup environment - Strong sense of urgency and ownership - Comfortable working cross-functionally with Sales, Product, Support, Engineering, and leadership NICE TO HAVE - Experience with architecture, engineering, construction, BIM, Revit, or AEC customers - Experience managing renewals, QBRs, onboarding programs, or customer health scoring - Familiarity with tools like HubSpot, Salesforce, Intercom, Zendesk, Gainsight, Vitally, ChurnZero, Pendo, or product analytics dashboards - Experience building customer playbooks, adoption campaigns, training materials, or CS processes from scratch At Pirros, we believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy, genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws. Pirros is committed to fair and equitable compensation for all our employees. We thoughtfully consider a wide range of factors when determining individual compensation and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualification and experience. In addition to a competitive base salary, the total compensation package also includes equity and benefits.