Senior CSM

Senior Customer Success Manager
  
Our client is transforming how $5 trillion in building construction products are sold annually around the world by digitizing and organizing the industry’s product data. By making this data more accessible and useful, our digital platform enables designers and builders to quickly identify the right products for their projects and helps the supply chain to generate new leads and close deals faster. These benefits are enabled by proprietary AI and workflow automation technology.
  
Our client has raised over $11M in seed financing from leading deep tech and construction industry investors. 
  
Role Overview
As a Senior Customer Success Manager at our client, you will be instrumental in driving the success of our top enterprise accounts. Your responsibilities will include:

• Overseeing the implementation, adoption, and ongoing success of our client’s platform.
• Managing executive relationships.
• Travelling for customer engagements.
• Guiding product discovery.
• Providing strategic consultation to ensure our customers fully leverage our software.

  
Key Responsibilities

• Serve as the primary contact for executive stakeholders within top enterprise accounts.
• Build and nurture long-term relationships with senior leaders, ensuring customer satisfaction and loyalty.
• Advocate for customer needs within the company.
• Lead the implementation process for new enterprise customers, ensuring smooth platform rollouts.
• Drive platform adoption across customer organizations through training and enablement sessions.
• Develop and execute strategic plans to maximize engagement, utilization, and success.
• Act as a trusted advisor, providing strategic guidance on leveraging our platform to achieve business objectives.
• Consult on implementation strategies, optimizing workflows and processes.
• Participate in product discovery sessions, gathering and communicating customer feedback to inform product development.
• Collaborate with the product team to ensure the platform evolves to meet enterprise customer needs.
• Monitor and report on key performance indicators (KPIs) related to customer success, including adoption rates, satisfaction, and retention.
• Identify opportunities for continuous improvement in customer success processes and strategies.

  
Qualifications

• Bachelor’s degree in Business, Marketing, or related field (or equivalent experience).
• 5+ years in Customer Success, Account Management, or related roles, preferably within a B2B SaaS environment.
• 2+ years leading enterprise implementations in a B2B SaaS environment.
• Proven track record of managing and growing enterprise customer accounts.
• Experience with Intercom and HubSpot; understanding of CPQ and/or ERP space.
• Experience with electrical and lighting distributors, or more broadly knowledge of construction/construction technology, will put you at an advantage.
• Exceptional interpersonal and communication skills with executive stakeholders.
• Strong problem-solving skills, strategic mindset, and ability to work independently or as part of a cross-functional team.
• Travel expectation of circa 3 days per month