Customer Success Manager

Role Overview

• Serve as the primary strategic contact for new clients beginning at kickoff and continuing through onboarding and early adoption.
• Drive a fast and predictable TTV by establishing clear onboarding goals, milestones, and timelines.
• Prepare clients for each onboarding stage by setting expectations, driving accountability, and ensuring readiness for data work, configuration steps, and training.
• Lead training, change management, and best-practice guidance to support strong early adoption.
• Create and manage onboarding success plans and supporting documentation focused on enablement, outcomes, and adoption (technical project plans remain owned by SAs).
• Facilitate regular onboarding check-ins, track progress, manage risk, and maintain communication with all stakeholders.
• Build strong relationships with client project managers, champions, and executive sponsors to ensure clarity and alignment throughout onboarding and beyond.
• Provide clients with product guidance, workflow recommendations, and industry best practices tailored to AEC use cases.
• Help clients understand the value and use cases of key modules, features, and integrations to drive early wins.
• Work alongside SAs who own technical discovery, migrations, integration setup, and configuration tasks.
• Collaborate on onboarding calls to ensure clients receive a seamless blend of technical execution (SA-led) and enablement/adoption guidance (CSM-led).
• Manage client expectations through transparent communication, progress reporting, and proactive stakeholder management.
• Facilitate structured onboarding project meetings and ensure clients always know what’s happening next.
• Monitor early health indicators and address risks before they impact adoption or satisfaction.

Requirements

• 4+ years in a client-facing role managing multiple complex accounts
• 2+ years as a CSM managing the full client lifecycle in B2B SaaS with a technical product
• Proactive mindset with excellent organizational and time management skills
• Ability to think critically and problem solve in fast changing environments
• Experience building relationships and communicating with C-level and executive stakeholders through Executive or Quarterly Business Review Meetings
• Willing and able to travel when required and lead on-site client meetings

Benefits

• Medical / Dental / Vision coverage
• 100% employer-paid for employees, 50% employer-paid for dependents
• 20 days paid time off per year + federal holidays (UK style!)
• 5 paid sick days
• Work from home flexibility
• Commuter benefits
• 401k
• Paid parental leave
• Career growth and development opportunities