Remote 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!