Customer Success Manager

Customer Success Manager (CSM)

We are seeking a Customer Success Manager (CSM) to join our Customer Success Org at OpenAsset. You'll work closely with our rapidly growing client base, specifically focused on early lifecycle clients who require 1:1, high touch support through the Onboarding and Adoption process in Year 1 of their client journey.

As a CSM at OpenAsset, you will guide clients through the earliest and most critical stages of their lifecycle across our product suite, which includes OpenAsset DAM and Shred. You will lead onboarding enablement, accelerate Time to Value (TTV), and establish a strong foundation for long-term adoption and retention. Working closely with Solution Architects (SAs) who own technical discovery, migrations, and integrations, you will ensure clients feel supported, prepared, and confident from the moment their journey begins. We have experience training people from the AEC industry without SaaS experience who are interested in a tech career, especially if you worked on proposals. All you need is a strong work ethic and desire to work directly with clients to solve pain points for AEC firms.

CSM Responsibilities

Own Client Enablement & Early Lifecycle Success

• Serve as the primary strategic contact for new clients beginning at kickoff and continuing through onboarding, adopting, and early nurturing phases.
• Drive a fast and predictable time-to-value (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 across both OpenAsset DAM and Shred.

Manage Onboarding Projects & Client Momentum

• 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.

Be an OpenAsset Product Expert for Workflows & Adoption

• Provide clients with product guidance, workflow recommendations, and industry best practices tailored to AEC use cases across both OpenAsset DAM and Shred.
• Help clients understand the value and use cases of key modules, features, and integrations to drive early wins: from digital asset management and organization in OpenAsset DAM to AI-powered proposal and pursuit workflows in Shred.
• Develop and maintain deep product expertise in both platforms so clients receive consistent, informed guidance regardless of which tool they are adopting.
• Maintain roadmap fluency for both OpenAsset DAM and Shred, speaking confidently to what's coming next, and proactively run targeted campaigns to re-engage clients in your book once a feature they've expressed interest in goes live.

Partner Closely with Solution Architects (SAs) & Support Engineers (SEs)

• 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).
• Coordinate with SEs and SAs to resolve issues quickly and keep onboarding timelines on track.
• Learn internal tooling built by our AI CoE to assist with configuration tasks during Onboarding (such as template mapping, headshot linking, and eventually file migration), and serve as the first line of troubleshooting for non-service support tickets, escalating to SAs or SEs when deeper technical intervention is needed.

Relationship Management & Communication

• Manage client expectations through transparent communication, progress reporting, and multithreaded, proactive stakeholder management.
• Facilitate structured biweekly onboarding project workshops and ensure clients always know what's happening next.

Transition to Long-Term Success & Growth

• After onboarding and TTV milestones are achieved, transition clients into long-term lifecycle rhythms while remaining their dedicated CSM.
• Monitor early health indicators and address risks before they impact adoption or satisfaction.
• Partner with Account Managers (AMs) to surface and nurture expansion opportunities once the client has achieved early value, including cross-sell opportunities between OpenAsset DAM and Shred.

Cross-Functional Collaboration

• Partner with Product, Engineering, Marketing, and Revenue teams to advocate for customer needs and contribute to improving onboarding stages, KPIs, tools, and workflows.
• Surface insights from early lifecycle interactions that can drive product improvements or process enhancements.

Customer Success Manager Skills and Experience

• Experience in the AEC industry is our top priority, ideally within the proposal process. Backgrounds like marketing coordinator, marketing manager, business development, or similar are a strong fit.
• 4+ years in a client- or prospect-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
• Ability to develop and maintain product expertise across a multi-product suite (OpenAsset DAM and Shred), including staying current on new features and use cases as both products evolve

Technologies we use

• Chili Piper
• Salesforce
• Gong & Gong Engage
• Mixpanel
• Intercom
• Claude
• Notion
• Slack
• G-Suite (including Gemini)

Benefits

• Competitive salary
• 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

This position is not eligible for visa sponsorship.

Axomic is an Equal Opportunity Employer. We base our employment decisions entirely on business needs, job requirements, and qualifications—we do not discriminate based on race, gender, religion, health, parental status, personal beliefs, veteran status, age, or any other status. We have zero tolerance for any kind of discrimination, and we are looking for candidates who share those values. Applications from women and members of underrepresented minority groups are welcomed.