Technical Customer Success Manager

Technical Customer Success Manager

Join is seeking a Technical Customer Success Manager to own the ongoing customer relationship and drive sustained value, usage, and adoption of Join among our established customers.

You will partner with Account Owners and internal teams to understand the customer's long-term strategic goals, identify opportunities for deeper platform usage, and proactively manage the health and growth of your account portfolio. You will act as a key partner to Product, facilitating the flow of essential, two-way insights between customers and the Product team.

A successful Technical Customer Success Manager will leverage their product expertise, industry knowledge, and a consultative approach to expand Join's impact within the customer's organization.

Summary

A successful Technical Customer Success Manager will lean on their product and industry knowledge to ensure customers realize maximum, ongoing value from Join. This includes a deep understanding of where Join fits into their evolving business processes and its potential to drive continuous impact for the general contractor, construction manager, owner, and design team.

They will confidently demonstrate Join with expert-level understanding and provide real-time advice to proactively guide customers through advanced features, workflow optimizations, and adoption strategies.

Responsibilities include, but are not limited to:

• Monitoring account health metrics
• Identifying and mitigating churn risks
• Coordinating activities with Join internal and external customers
• Monitoring user activity
• Driving feature adoption and usage growth

To achieve this, you'll tailor the approach to each customer's long-term needs by strategically leveraging your own industry knowledge, Join's industry experts, and the Account Owners to provide an amazing, continuous customer success experience.

You will need to balance driving consistent Join adoption processes while tailoring them to match the customer's current business needs and timing. A strong sense of urgency and proactiveness is required to remove barriers to continued customer success before they manifest, while maintaining a positive, calm, and professional experience.

This role requires excellent account management, relationship-building, and analytical skills, with regular communication across multiple internal and external teams. You should enjoy rolling up your sleeves, be naturally curious, have a positive can-do attitude, and be comfortable working alongside a dynamic team in a fast-paced, cross-functional environment.

Join is currently focused on growing the lifetime value of its customers. This role will be critical in driving that growth. It may have the opportunity to expand its responsibilities into other areas of the customer journey based on business needs and proven success.

Competencies

Growth Mindset

• No task too small, no challenge too large
• Clear habit of learning and a desire to improve professionally
• Willingness to grow and take on responsibility beyond the core account management function

Executive Communication

• Strong empathy for customers and other project stakeholders, with a passion for account and relationship management
• Deep understanding of value drivers and establishing consistent processes for ongoing success
• Trustworthy; a respected member of the team who is willing to do whatever it takes to build trust among the group
• Ability to communicate effectively with geographically dispersed teams
• Adept at communicating up, down, and across an organization to proactively inform key stakeholders in the format best suited to the audience

Work Cross-Functionally

• Strong interpersonal skills, both internally across teams and externally with customers
• Able to identify the best internal resources at your disposal to lead a customer to their business outcomes and increased usage
• Demonstrated confidence in speaking in large groups (1040) in both virtual and in-person settings

Technical Expertise

• Ability to quickly understand technical challenges, troubleshoot in real time, and provide real-time solutions to the customer
• Demonstrated intellectual curiosity into how things work and the ability to share simplified explanations with the customer
• Passion for technical process improvement, where you not only solve the problem at hand but also work with Product Development proactively to improve the product for future optimization and customer adoption

Independent / Autonomous / Self-Starter

• Quickly assesses situations and takes ownership in driving customers and internal teams toward effective solutions
• Operates independently while proactively managing priorities and maintaining strong, hands-on customer relationships
• Demonstrates a bias toward action through proactive planning and cross-functional collaboration with customers, Sales, and Product teams

Attention to Detail

• Ensures consistency in the customer success experience while looking for opportunities to improve the customer journey
• Excellent written, verbal, and presentation skills
• Skilled at creating and leading slide decks in a virtual setting
• Proactively logs issues, conversations, and follow-up actions in various applications to support superior customer service and future analytics

Experience

• A demonstrated track record of effectively working across all levels of an enterprise business, from administration through executive levels
• 5 years of Commercial General Contractor (GC) experience, or 3 years of experience with a GC plus an undergraduate degree in construction or engineering
• 2 years of GC estimating or 3 years of third-party cost consulting experience
• Demonstrated experience in a customer-facing role, conducting software product demonstrations and training
• Familiarity with data manipulation (for example, data mapping and working with spreadsheets) for system migration or historical data upload
• Must be comfortable with technology and integrating it into business processes
• Able to communicate the value of software in the construction process
• Experience with HubSpot or a similar CRM is a plus
• Experience at a construction technology company is a plus

Other Requirements

Domestic travel up to 25%, depending on customer demands, may be required

Ability to juggle multiple client demands across different U.S. time zones and be consistently available for real-time training and support, Monday through Friday, 8:00 AM to 5:00 PM

Compensation & Benefits

Join is currently seeking qualified candidates for the position. The salary range for this role is $110-130k/yr. Actual salary will be determined based on qualifications, location, experience, and internal equity considerations. We offer a comprehensive benefits package, including equity in the company, 100% employer-sponsored medical premiums, a 401(k) plan, a generous paid time off (PTO) policy including two company-wide shutdown weeks, continuing education budget and more. We're fully remote and distributed throughout the USA.