About the Role
Our client is seeking a Customer Success Manager in Atlanta and Florida with a strong background in construction and a passion for helping organisations maximise the value of technology.
This role is ideal for someone who has worked in construction in positions such as Project Manager, Superintendent, Project Engineer, or another field-based role, and has either transitioned into or is looking to build a long-term career within the construction technology sector. The successful candidate will have first-hand experience of the challenges faced on construction projects and a strong understanding of how technology can be used to improve project delivery, collaboration, and operational efficiency.
The Customer Success Manager will be responsible for managing a portfolio of construction clients, building trusted relationships with stakeholders at all levels, from senior leadership teams through to site-based personnel. The focus of the role is to ensure customers achieve measurable business outcomes and realise the full value of their technology investment.
The position requires regular travel to active construction sites and project locations. The successful candidate will be comfortable working closely with both office-based and field teams, gaining a deep understanding of customer challenges and providing practical solutions that drive adoption, engagement, and long-term success.
This is an excellent opportunity for a construction professional who enjoys working with people, solving problems, and helping organisations leverage technology to improve the way projects are delivered.
Key Responsibilities
- Drive customer value and outcomes by helping clients achieve the business objectives that matter most to them, such as improved project visibility, increased operational efficiency, reduced rework, streamlined processes, and stronger project performance. Track and communicate measurable results wherever possible.
- Build and manage stakeholder relationships across all levels of the customer organisation, from project teams and site personnel to senior leadership, acting as a trusted advisor throughout the customer lifecycle.
- Accelerate time-to-value by ensuring new customers, projects, and users are onboarded effectively and quickly realise tangible benefits from the platform, driving long-term engagement and adoption.
- Develop internal champions by identifying and supporting key advocates within customer organisations who can promote best practices, encourage adoption, and help embed the solution into day-to-day operations.
- Monitor customer health and retention by proactively identifying risks, addressing challenges early, and coordinating internal resources to ensure customers remain engaged and successful.
- Lead business review meetings with customers to align on objectives, review progress against agreed goals, demonstrate value delivered, and identify opportunities for further optimisation.
- Support account growth opportunities by fostering strong customer relationships, delivering measurable value, and creating an environment where additional projects, teams, or use cases can be naturally introduced.
- Act as the voice of the customer by gathering and communicating structured feedback to internal teams, helping to inform product development and ensure customer needs remain a key consideration.
- Contribute to customer success best practices by helping refine and improve onboarding processes, customer engagement strategies, escalation procedures, and other operational frameworks that support scalable success.
- Promote customer advocacy by identifying successful customer outcomes and working with clients to develop testimonials, case studies, reference programmes, speaking opportunities, and other forms of customer advocacy.
Requirements
- Construction industry experience with at least five years in a hands-on role such as Project Manager, Superintendent, Project Engineer, BIM/VDC Coordinator, Site Manager, or a similar position. Candidates should have a strong understanding of how construction projects are delivered and the challenges faced by project teams.
- Experience within construction technology or a strong interest in transitioning into the sector. Previous experience in Customer Success, Implementation, Solutions Consulting, Adoption, Training, or another customer-facing role within a technology environment is highly desirable.
- Strong knowledge of construction processes and project workflows, including project coordination, stakeholder management, scheduling, budgeting, documentation, issue resolution, and the day-to-day operations of construction projects.
- Ability to engage effectively with stakeholders at all levels, from site-based teams and project managers through to senior leadership and executive decision-makers.
- Results-driven mindset, with a focus on delivering measurable business outcomes, demonstrating value, and helping customers achieve their operational objectives.
- Strong sense of ownership and accountability, with the ability to work independently, manage competing priorities, and proactively solve problems in dynamic environments.
- Excellent communication and presentation skills, including the ability to explain complex concepts clearly, adapt communication styles to different audiences, and build strong professional relationships.
- Comfort working in fast-paced and evolving environments, with the flexibility to adapt to changing priorities and contribute positively within a growing organisation.
- Strong technical aptitude, with the ability to quickly learn new software platforms and confidently support customers in adopting and using technology solutions.
- Willingness to travel regularly to customer sites and project locations as required.
- Bachelor’s degree or equivalent professional experience in Construction Management, Civil Engineering, Architecture, or a related discipline.
