Customer Success Manager, Mid-Market

Bluebeam creates software solutions that make construction sites more efficient, connected, and safe for design and construction professionals. The Customer Success Manager guides Mid-Market customers toward desired business outcomes by driving product adoption, building trusted relationships, identifying expansion opportunities, and coordinating with internal teams to address customer needs.

Responsibilities:

• Establish value as trusted advisor through identification of success criteria, practical action steps and product application expertise
• Deliver extraordinary experiences through clear and timely communication and support
• Identify and create customer advocates and champions
• Uncover new opportunities in the account for services, additional users, and influence inside and outside the organization
• Partner with Sales reps to ensure long term, mutually beneficial customer relationships
• Actively communicate with the Technical Support team, ensuring customer issues are being communicated and escalated appropriately
• Partner with Bluebeam’s Product Management and Marketing teams, communicating customer information and insights from the enterprise, business unit, project, and end-user level, especially as it relates to customer workflows and processes
• Connect key customer contacts to various internal departments for product and concept input, feedback, validation, industry perspectives, marketing content, etc

Requirements:

• 5+ years in customer facing roles (Customer Success (preferred), Sales, Customer Service, Technical Support) OR 5+ years in professional AEC role
• BA/BS degree or relevant training or education
• Bluebeam product knowledge – ability to be a subject-matter-expert within first 6 months
• Outstanding discovery and listening skills
• Ability to connect and build meaningful relationships
• Confidence to act and drive positive outcomes
• Exceptional computer skills, including Microsoft Office Suite
• Excellent communication skills, written and verbal
• Experience and comfort speaking/presenting in front of groups of people up to 150 in-person and through video conferencing technology
• Comfortable learning new technology
• AEC Industry experience
• Bluebeam Certified Professional
• Experience in training and/or professional demonstrations