Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a designated portfolio of COINS clients, serving as the primary contact and trusted advisor.

• Conduct regular business reviews that link COINS capabilities to outcomes in the construction sector.

• Showcase quantifiable customer value and pinpoint opportunities for growth.

• Cultivate relationships with project managers, finance teams, C-Suite executives, and other key stakeholders.

• Create and implement customer success plans aligned with the business objectives of clients.

• Monitor adoption milestones and track achievement of outcomes.

• Collaborate with Professional Services on implementation, onboarding, and optimization projects.

• Facilitate feature optimization and identify use-case opportunities to enhance the adoption of COINS modules.

• Recognize customer risks through health data analysis and AI-driven predictive insights.

• Formulate mitigation strategies with the Renewals, Support, and Product teams.

• Manage customer escalations comprehensively and coordinate cross-departmental resolutions.

• Work alongside Renewals to aid in customer retention and business expansion.

• Convert customer feedback into insights for product and service enhancement.

• Handle a high volume of customer interactions utilizing AI-enhanced tools and customer health data.

⛳️ Requirements

• At least 2 years of experience in managing customer portfolios within a technology or SaaS environment.

• Demonstrated success in driving product adoption and achieving measurable business results.

• Strong grasp of Customer Success methodologies, frameworks, and industry best practices.

• Knowledge of SaaS business models, customer health metrics, and factors influencing retention.

• Exceptional written and verbal communication skills.

• Capability to engage both technical and non-technical stakeholders, including senior and executive personnel.

• Strong organizational skills to manage multiple accounts and prioritize competing tasks.

• Analytical mindset with the ability to interpret customer data, usage trends, and health metrics.

• Relationship-building skills that foster trust and long-term engagement.

• Experience advocating for customer needs across an organization and facilitating solutions through cross-functional teamwork.

• Preferred: Background in construction ERP, project management software, or similarly intricate operational platforms.

• Preferred: Insight into the construction industry, specialty contracting, or challenges faced by enterprise contractors.

• Preferred: Familiarity with principles of change management.

• Preferred: Experience utilizing Customer Success Platforms and CRM tools like Salesforce and Gainsight.

• Preferred: Comfort with AI-driven tools and data platforms.

• Preferred: Experience with enterprise or strategic customer accounts.

• Must possess authorization to work in the U.S. without employer sponsorship.

🏝️ Benefits

• 22 days of paid time off.

• 11 company-paid holidays.

• Comprehensive medical, dental, and vision insurance.

• 5% 401(k) company match.

• Flexible office working arrangements.

• Opportunities for career development and advancement.

• Access to AI tools and insights to enhance the role.