Customer Success Manager II

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.

Our collaborative platform enables real-time teamwork, instant drawing analysis, and features a revolutionary conversational AI interface that transforms how professionals interact with construction plans. Founded by construction industry veterans, our award-winning application automates the takeoff process, enabling estimators to analyze blueprints in seconds rather than hours or days.

Key Responsibilities

Relationship Management 

• 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
  

Customer Support and Success 

• 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

Retention and Growth 

• 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

Customer Support and Success 

• 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

Collaboration and Feedback 

• 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
  

Qualifications

• 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

Nice to Have

• Experience in construction tech or working with AEC clients is a plus
  

What We Offer

• 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
  

We are an equal opportunity employer committed to building a diverse team. We welcome applications from candidates of all backgrounds who are passionate about using technology to transform the construction industry.

Join us in revolutionizing pre-construction estimating with the power of AI!