Customer Success Manager - Remote

Overview

We are an innovative technology company providing a cutting-edge, AI-powered cloud platform for the construction industry. Created by industry experts with deep estimating experience, our software dramatically streamlines the pre-construction process. Our solution uses advanced machine learning to automate traditionally time-consuming takeoff tasks, helping estimators work up to 80% faster while reducing costly errors.

In Short

• Build strong relationships with customers, understanding their goals and ensuring they are met through the platform.
• Conduct regular check-ins to monitor usage and overall satisfaction.
• Act as the primary point of contact for a portfolio of customers.
• Respond to support requests in a timely and professional manner.
• Troubleshoot issues and coordinate with the product team when necessary.
• Maintain records of customer interactions and feedback.
• Monitor usage and identify churn risks early, addressing them with tailored support.
• Identify upsell and renewal opportunities and collaborate with the sales team to execute them.
• Provide customer insights to product and engineering teams to help shape product direction.
• Share trends, wins, and blockers with the broader customer success and sales teams.

Requirements

• Experience in customer success, account management, or a client-facing SaaS role.
• SaaS experience with a strong acumen for product knowledge.
• Strong communication and relationship-building skills.
• Ability to troubleshoot issues and explain technical concepts to non-technical users.
• Experience working with CRM or customer success platforms.
• Highly organized and proactive with a customer-first mindset.
• Located in CT/MT/PT time zone.

Benefits

• Base salary + Incentive Plan.
• Health, dental, and vision insurance.
• Unlimited PTO and remote flexibility.
• Opportunity to grow your career at a fast-paced AI startup.
• Collaborative and innovative work environment.