Senior Customer Success Manager

Senior Customer Success Manager

ICON is looking for a customer service oriented, and operationally driven Senior Customer Success Manager to join our growing Titan Customer Success team. As the first company to commercially scale 3D construction printing, we deploy a complex, multi-stage customer journey from purchasing a printer to planning and executing successful 3D printing construction projects.

We're looking for a Senior Customer Success Manager to own relationships with our Titan customers end-to-end - from onboarding through active project support. You'll serve as their primary point of contact for assigned customers and ensure they have what they need to succeed at every stage of a complex, multi-phase journey. You'll also help build the processes and tools that scale the CS function as the team grows.

This role is based at ICON's Austin, TX campus and reports directly to the Director of Customer Success.

Responsibilities

Customer Ownership

• Coordinate closely with the team to ensure every customer interaction, question, and request is handled promptly, professionally, and to the highest standard of customer experience.
• Serve as the primary point of contact for assigned customers owning introductions, ongoing communications, and meeting cadences from onboarding through active project execution.
• Own the customer onboarding process end-to-end, ensuring agreements, intake materials, and information packages are completed accurately and on time.
• Proactively identify and resolve risks across the customer journey (e.g., contractual obligations, training, material orders, site validations) to keep projects on schedule.

Cross-Functional Coordination

• Collaborate closely within the Customer Success team to organize and coordinate internal cross functional handoffs across Sales, Training, Design, Material Operations, Site Support, and Engineering Services for smooth transitions at each customer journey milestone, and onboard new customers into ICON's internal systems.
• Ensure ICON's centralized customer tracking system, HubSpot, accurately reflects each account's journey stage and key commitments, giving leadership a reliable view of account health.
• Serve as the internal point of contact for tracking customer status, surfacing blockers and gaps, and escalating to the Director of Customer Success with clear context and recommended next steps.
• Gather status updates from cross-functional teams to keep customer-facing commitments accurately reflected internally.

Scaling the Team

• Leverage AI tools to keep customer data organized at scale, surface patterns, and automate routine tracking. Build internal dashboards, trackers, and reporting templates the broader CS and operations teams adopt.
• Build and maintain a library of customer-facing tools and assets (cost calculators, presentations, forms, timeline visuals, intake questionnaires) that scales the Customer Success journey end-to-end.
• Establish internal documentation, SOPs, and templates that standardize how customer information is captured, organized, and communicated across the Customer Success team.

Minimum Qualifications

• Bachelor's degree in Business, Operations, Engineering, Architecture or a related field.
• 8+ years of experience in customer-facing roles, account coordination, project coordination, or operations support.
• Exceptional organizational skills with a demonstrated ability to manage and track multiple concurrent accounts or projects without losing detail.
• Strong written and verbal communication skills, able to synthesize complex, multi-stage operational information into clear, concise updates for leadership.
• Proficiency with CRM tools (e.g., HubSpot) and/or project management platforms (e.g., Asana, Monday.com, Jira, Notion); ability to build and maintain structured tracking systems.
• Ability to work cross-functionally and gather status updates from multiple teams in a fast-paced, dynamic environment.
• High attention to detail and discipline around documentation, even when underlying processes are still being defined.
• Self-starter mentality with the ability to identify what needs to be tracked and organized, even when the system doesn't yet exist.
• Willingness to travel to customer locations for initial site scoping or on-site meetings.

Preferred Qualifications

• Experience supporting a customer success or account management function in a hardware, construction technology, or capital equipment environment.
• Familiarity with the construction industry, including awareness of project lifecycle stages such as design, pre-construction, site prep, and build phases.
• Experience working in early-stage or high-growth companies where processes are being built from the ground up.
• Experience with Palantir Foundry, or comparable data and operations platforms, for building internal dashboards, trackers, and cross-team workflows.