Customer Success Manager

Job Description

The SmartPM Schedule Control Platform is a game changer in the construction project management landscape. We are a fast growing, forward-thinking company that provides cutting-edge project management and analytics solutions. We aim to empower construction professionals and project stakeholders with the tools to achieve unprecedented efficiency, transparency, and project success.

As a Customer Success Manager (CSM) at SmartPM, you will manage your customers’ experience from start to finish to create loyal customers who achieve value and grow as an organization due to their purchase of SmartPM leading to renewal and expansion. You are a natural relationship builder who ensures that clients understand the value of software and are achieving business outcomes, and you are communicating the value to executives. 

At SmartPM, you’ll find a dynamic, transparent, and data-driven culture where innovation thrives. We empower our team members to take initiative, drive significant impact, and advance their careers in a collaborative and inclusive environment. If you’re ready to lead transformational projects within a fast-paced, results-oriented setting, we would love to hear from you.

This position will report to the Director of Customer Success and is a remote role.

What you’ll do:

• Build strong, long-term, loyal relationships with customers by staying in constant communication.
• Guide executives in incorporating SmartPM into their standard operating procedures to make their business more efficient and effective.
• Conduct Executive reviews to ensure customers achieve business outcomes with SmartPM and identify the ROI and Value they receive.
• Evaluate risk for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout the customer life cycle.
• Manage your book of business while keeping a high retention rate.
• Create an expansion strategy to expand SmartPM usage within the organization and drive adoption by engaging all stakeholders and making clients sticky with integrations.
• Work closely with Account Executives (AE) on customer expansions and renewals.
• Understanding our customer’s challenges and the benefits that our solution provides to them.
• Determine the current sophistication level of the customer in terms of their project controls process and design a roadmap to get the customer to get the value from their purchase. The roadmap should include a rollout plan, expansion plan, and maintenance strategy to ensure that the value propositions they are expecting are met.
• Communicate the roadmap with the executives at the customer and get buyin to make sure that we are meeting their expectations.
• Manage the roadmap and strategic plans for each customer to ensure that we are moving the ball forward and pivot if needed.
• Identify risks along the way that may cause the implementation to not be successful and develop mitigation strategies for the risks.
• Provide customer feedback to the product team to help improve the user experience.

What we’re looking for:

• 3+ years of experience in the construction industry or Construction SaaS.
• 3+ years of experience as a successful customer success manager.
• Excellent follow up and organizational skills.
• Ability to quickly prioritize tasks and customers accordingly.
• Proven experience building strong customer relationships with Executives.
• Ability to create an account plan and find influential champions. 
• Ability to influence others to adopt new processes.
• An interest in learning about technology and SmartPM and process improvement.
• Ability to travel as needed (<10%)
• Excellent written, verbal, presentation, and phone communication skills, including the ability to explain benefits and why things are important and the ability to adapt conversations for technical and non-technical audiences.
• Flexible approach to work in changing situations and uncertainty.

Job growth & proficiencies:

• Be measured by the retainment and expansion of client accounts.
• Become proficient in the SmartPM platform and understand the benefits of SmartPM for each stakeholder.
• Become a trusted advisor who can provide insights to customers to ensure they get the most value out of SmartPM, intending to help grow our customer base.
• Engage customers and motivate them to use and optimize SmartPM leading practices.

Join Us

This is an exceptional opportunity to be part of a high-growth technology company with a supportive and energizing culture. At SmartPM, we are dedicated to our collective growth, development, and success. If you’re prepared to be an integral member of our team as a Customer Success Manager, we invite you to apply.