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

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

Customer Success Manager II

Key skills