Technical CSM

About the Role
  
As a Technical Customer Success Manager, you will serve as a strategic partner to customers, helping them unlock the full value of the platform. You will oversee the entire customer journey – from onboarding and adoption to retention and growth – ensuring strong outcomes at every stage.
This position is both technical and customer-facing, requiring hands-on experience with CPM scheduling tools and a deep understanding of construction project management workflows. You will guide customers in optimizing their scheduling practices, support pilot projects and proof-of-concept initiatives and provide tailored recommendations on industry best practices.
In addition, you will collaborate closely with sales, product, and engineering teams to ensure customer insights directly inform product enhancements and overall strategy.
  
Key Responsibilities

• Customer Onboarding & Adoption – Lead interactive onboarding sessions to ensure customers are fully equipped for success from day one.
• Relationship Management – Build and sustain strong partnerships with key stakeholders to drive engagement, satisfaction, and long-term retention.
• Technical Guidance & Training – Deliver expert advice on scheduling best practices, with a focus on supporting customers transitioning from legacy tools.
• Pilot & Proof-of-Concept Support – Manage pilots and POCs, helping organizations evaluate and realize the value of the platform.
• Retention & Growth – Identify expansion opportunities and partner with the sales team to drive upsells and cross-sells.
• Customer Advocacy – Act as the customer’s voice, channelling feedback and feature requests to product and engineering teams.
• Technical Support – Provide hands-on assistance for troubleshooting and collaborate with internal teams to resolve issues quickly.
• Data & Insights – Use customer engagement and usage data to proactively identify risks, surface opportunities, and inform strategy.

Requirements

• 5+ years of experience in construction project management, ideally in roles such as Project Manager, Superintendent, or Project Engineer.
• Deep expertise in CPM scheduling and construction workflows.
• Hands-on proficiency with scheduling tools such as Oracle Primavera P6, Microsoft Project, or similar platforms.
• Experience with data center construction is a plus.
• Proven success in driving customer satisfaction, retention, and account growth.
• Background in managing pilots and proof-of-concept initiatives with customers.
• Strong technical troubleshooting skills, with the ability to deliver clear and actionable solutions.
• Bachelor’s degree in Construction Management, Civil Engineering, or equivalent experience.
• Excellent written and verbal communication skills, with the ability to simplify and explain complex concepts.
• Strong relationship-building abilities with both technical and non-technical stakeholders.
• Comfortable working independently in a remote environment while collaborating effectively across teams.