Senior Customer Success Manager (Remote - MA)

What does Nodes & Links do?

Did you know that an ancient Roman Aqueduct initially cost 12 million sesterces but ended up costing more than 30 million? Big projects have always been problematic to humanity - we want to fix that.

We are developing an AI-first SaaS platform to help people who deal with very large projects. If someone is building a nuclear plant or a data center, they need a special kind of software to organize and prioritize their work. That's us.

Recognized by TechNation, Construction Tech Review, and Amazon as industry leaders, we're part of Oxford University's Creative Destruction Lab and Entrepreneur First alumni, with awards from CIR, CogX, and the British Construction Industry. Our global clients include Intel, AECOM, and BAM, and we've raised $30M to date from top VC funds.

This is a great opportunity to join an ambitious deep-tech start-up in a dynamic and mission-driven environment, driving our growth from a start-up to a scale-up

You will also be helping to solve one of the oldest problems of mankind and potentially save the economy billions - not bad right?

What will you do in the role?

We are hiring a Senior Customer Success Manager to lead relationships with enterprise customers across the US and help them realise long-term value from the platform.

This is a strategic, customer-facing role focused on onboarding, adoption, retention, renewals, and expansion across a portfolio of accounts.

The successful candidate will act as a trusted advisor to customers, build strong stakeholder relationships, and work cross-functionally with Sales, Product, Engineering, and Support to deliver an excellent customer experience.

This role is ideal for someone who is commercially aware, highly organised, and experienced in managing complex SaaS customers through the full post-sale lifecycle.

• Managing a portfolio of enterprise customer accounts as the main post-sale contact.
• Leading onboarding and implementation activity to set customers up for success.
• Building success plans tied to customer goals, adoption, and measurable outcomes.
• Running regular customer meetings, business reviews, and value conversations with key stakeholders.
• Monitoring customer health, product usage, and engagement to identify risks and opportunities early.
• Driving renewals and supporting expansion opportunities across existing accounts.
• Acting as the voice of the customer internally and sharing feedback with Product and Engineering.
• Working closely with cross-functional teams to resolve issues and improve the customer journey.

Who you are

• At least 5 years’ experience in a relevant customer-facing role such as Customer Success Manager, Senior Customer Success Manager, Technical Account Manager, Account Manager, or Implementation Manager.
• Experience managing Enterprise SaaS customers.
• A strong track record in onboarding, adoption, retention, and renewal management.
• Excellent stakeholder management skills, including confidence working with senior customer contacts.
• Strong communication skills, both written and verbal.
• A proactive, commercially minded, and customer-focused approach.

We would love if you have 

• Experience in construction, infrastructure, project controls, or a related industry.
• Familiarity with Primavera P6 or similar planning tools.
• Experience working with complex workflows, data-driven platforms, or technical SaaS products.
• Exposure to QBRs, executive reporting, and value-led account management.

What if you’re a partial fit?

We prioritise grit, positivity, and drive for growth, and encourage you to apply even if your experience doesn't exactly match this job description.

Location

Massachusetts, Remote

‍‍ We are

• Hard working but not workaholic
• Explorers. Data is our compass and innovation our destination
• Independent thinkers. We are not afraid of looking where no one else is
• Team players. We believe the whole is bigger than the sum of its parts
• We have strong opinions, weakly held
• Continuously evolving the way we do things. Even our #donut dates

Nodes & Links is an equal opportunity employer: we value diversity. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

Benefits

Besides a competitive salary starting at $140,000-$155,000, we are also proud to support you with:

• A team of Noders who are second to none. Yep - the team is that good
• Equity in Nodes & Links - we are all in this together ✊
• Health insurances & 401K plans ⚕️
• Remote work budget, to build your perfect set up ($500 year 1 + $100 year 2)
• Personal development budget, to keep growing ($1,000 pa)
• Annual #workation trip, to work and have fun with your teammates. We've been to Budapest, Crete, Aegina (x2)
• Wedding/Civil Partnerships additional leave on us ❤️