Customer Success Manager

About our client

Our client is on a mission to bring new levels of transparency and tracking to construction. Their solutions combine simple off-the-shelf 360 degree cameras, computer vision, and AI to make it incredibly easy to capture a complete visual record of the jobsite, share it via the cloud with remote teams and process for insights. To date their customers have used their platform to capture over a billion square feet of active construction projects, across thousands of sites, in dozens of countries.

Founded in 2017, the company is based in San Francisco by experienced entrepreneurs and engineers with several successful exits under their belt. They are rapidly growing and well-funded with a team that combines people with deep, first hand experience in construction with the best AI PhDs and engineers (MIT, Stanford, CalTech, Berkeley, Penn) out there.

The Role

Our client expects you to have an intensely strong work ethic, a positive demeanor, and strong organizational skills. You will be listening to, training, and supporting their customers. This will include onsite visits to construction sites, video calls, emails – whatever is best for their customers to communicate their needs to the company.

Our client’s Customer Success team builds trust-based relationships with their customers which allow them to understand their goals, needs, and concerns and deliver long-term value. They believe that if their customers are heard, supported, and made successful, they will enjoy side benefits like loyalty, retention, and positive word of mouth. But the main job is always focused on making their customers successful in what they do.

This is a unique opportunity to join a rapidly growing company with a strong customer and revenue base and build a world-class community of next-generation construction leaders. They have a great story to tell, their customers are changing how the world is built, and they need you to help get the word out.

Responsibilities (What you will do)

• Create engaged, happy customers who renew, grow their investment and advocate on the company’s behalf
• Take ownership of customer issues and follow problems through to resolution
• Know the product inside and out so you can onboard new customers and provide training with an eye on time-to-value
• Understand customer use cases so you can help educate them on the capabilities of their product and how they can best utilize it for their business needs.
• Document customer success actions and discussions
• Meet and develop relationships with their customers both in-person and online

Requirements (What they want to see in you)

• Strong client-facing skills enabling you to professionally and effectively represent the company
• Ability to work autonomously, yet take an active, participatory role in CS Team
• Strong soft skills that include: Problem-solving, creative thinking, taking initiative, and customer advocacy
• Ability to actively listen and communicate clearly
• Fluency in English is required
• Highly organized with strong troubleshooting and multi-tasking skills

Bonus Points For….

• Experience in construction, manufacturing, Public Sector, or SaaS companies
• Experience managing a book of business with a strong understanding of retention metrics

Characteristics (How you like to work)

• Excited about driving positive change in construction and a desire to directly engage their customers, understand what makes them tick, and encourage and inspire them to lead change in their organizations
• Organized and metrics driven
• A healthy respect for deadlines: the ability to prioritize progress over perfection and the drive to see projects through to completion

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees.