Customer Success Manger USA

About the Role
 
Our Client is seeking a motivated individual to support their expanding team in the United States. This person will take ownership of existing client relationships and actively assist the sales organization in building a strong pipeline and achieving ambitious growth targets.
This position is an important part of our international growth strategy, within a market that presents substantial opportunity for expansion.
As the first person in this role, you will bring energy, adaptability, and a strong sense of accountability — someone who not only has a “can-do” attitude, but consistently demonstrates a “will-do, have-done” approach.
You will be part of the Commercial function, collaborating closely with colleagues across Sales, Marketing, and Product, and reporting directly to the Growth Lead.
 
Key Responsibilities

• Engage potential new clients using a range of outreach methods to schedule meetings and product demonstrations for the sales team.
• Partner closely with the sales organization to nurture and advance existing pipeline opportunities through strategic communication and account mapping.
• Represent the company at in-person meetings, industry events, and trade shows to increase brand visibility and expand business opportunities.
• Support customer onboarding and training initiatives, ensuring a clear understanding of each client’s key business objectives during implementation.
• Build and maintain strong, long-term relationships with customers, acting as a trusted strategic advisor to foster loyalty and retention.
• Serve as the primary point of contact for existing clients, addressing their needs and concerns with professionalism and ensuring consistently high satisfaction levels.
• Collaborate with internal teams across the organization to deliver an exceptional customer experience.
• Position the company as a strategic partner in the customer’s success, not just a solutions provider.
• Conduct regular customer reviews to ensure clients are achieving maximum value from the company’s solutions and meeting their desired outcomes.
• Work closely with the Commercial team to share customer insights, support account expansion, and proactively address potential risks.
• Use customer data, usage metrics, and behavioural trends to identify patterns and opportunities for improvement or added value.
• Partner with customers to gather data and develop success stories or case studies that highlight measurable results.
• Collaborate with the leadership team to refine customer success strategies and identify key growth opportunities across the client portfolio.

Requirements

• Demonstrated success in a customer success or account management role within a SaaS environment, ideally in the construction technology (ConTech), engineering, sustainability, or related sectors.
• Strong project management abilities, with experience managing complex client relationships across multiple stakeholder groups.
• Proven capability in overseeing a portfolio of clients, including responsibility for renewals, upselling, and conducting contract or performance reviews.
• Exceptional communication and interpersonal skills, with the ability to establish and maintain strong relationships with key clients and internal stakeholders.
• Commercially minded, with an understanding that delivering measurable value for customers drives mutual business success.
• Experience working collaboratively across teams to enhance customer satisfaction and identify growth opportunities.
• Genuine passion for delivering outstanding customer experiences and contributing to a more sustainable future within the construction and built environment sectors.
• Proficiency with customer management and collaboration tools such as HubSpot, Zendesk, and Monday.com (or equivalent platforms).