Customer Success Manager

About the Company

EIDA Solutions is a fast-scaling construction project management software company, delivering enterprise-grade platforms to some of the world’s most complex capital programmes spanning pharmaceutical, semiconductor, data centre, and large-scale commercial construction. Our customers are global, our projects are high-value, and our Customer Success team sits at the centre of everything we deliver.

Job Overview

We are looking for a Customer Success Manager to join our growing US Customer Success organisation. This is a customer-facing role with direct ownership of a portfolio of accounts, responsible for guiding customers through onboarding and implementation, driving platform adoption, and building the relationships that underpin long-term retention and growth.

Responsibilities

Customer Ownership & Relationship Management

• Serve as the primary point of contact for a portfolio of assigned accounts, building strong working relationships with customer project leads, platform administrators, and key stakeholders.

• Own the customer journey across your portfolio from onboarding through to steady-state success, maintaining continuity and accountability throughout.

• Lead regular customer meetings and cadence calls, including onboarding check-ins, implementation progress reviews, and adoption follow-ups, with clear documentation of outcomes and next steps.

• Develop a strong working knowledge of each customer’s business context, project environment, and platform usage to provide relevant, timely guidance and support.

• Act as the internal advocate for your customers, surfacing feedback, risks, and blockers to the wider team and ensuring they are addressed promptly.

Implementation Coordination & Onboarding

• Coordinate the onboarding and implementation process for new customers, working closely with technical and product teams to ensure all setup, configuration, training, and go-live activities are completed on schedule.

• Track implementation progress against agreed milestones, maintaining clear visibility of open actions and following up with internal teams and customers to keep delivery on track.

• Ensure customers understand what to expect at each stage of implementation and are well-prepared for key milestones, reducing friction and building confidence in the process.

• Flag implementation risks or delays early, escalating to senior CSMs or team leads where required, and communicating clearly with the customer throughout.

Adoption & Customer Success

• Monitor platform adoption and usage across your accounts, identifying customers who may need additional support or enablement to get full value from EIDA.

• Work with internal teams to ensure training and enablement activities are delivered effectively and that customers have access to the resources they need to succeed.

• Conduct regular health checks across your portfolio, identifying at-risk accounts early and working with your team lead to develop and execute targeted success plans.

• Contribute to renewal preparation by maintaining up-to-date account records, tracking satisfaction signals, and flagging renewal risk in advance.

Communication & Coordination

• Maintain accurate and timely account documentation including meeting notes, action logs, implementation trackers, and account health status.

• Communicate clearly and professionally with customer stakeholders at all stages, ensuring no customer is left without visibility of progress or next steps.

• Coordinate effectively with internal teams including technical support, product, and implementation to ensure customer-facing commitments are met.

• Escalate issues appropriately and in a timely manner, providing clear context and supporting the resolution process through to completion.

Requirements

Experience & Background

• 1 to 3+ years of experience in a Customer Success, Account Management, client-facing project coordination, or SaaS onboarding role.

• Experience supporting or coordinating customer onboarding and implementation processes in a software or technology environment.

• Demonstrated ability to manage multiple customer relationships simultaneously, maintaining quality and responsiveness across a portfolio.

• Exposure to complex industries such as construction, engineering, pharma, life sciences, or capital projects is an advantage but not required.

Skills & Competencies

• Strong organisational skills with the ability to track multiple workstreams, deadlines, and stakeholder commitments.

• Clear, professional written and verbal communication skills in English, with confidence in leading customer-facing meetings and calls.

• A proactive, ownership-oriented mindset.

• Comfortable working cross-functionally, coordinating with technical and product teams to deliver outcomes for customers.

• Familiarity with CRM and CS tooling (e.g. Salesforce, Freshdesk or similar) is beneficial.

Other Requirements

• Must be based in the United States and eligible to work without restriction.

• Willingness to travel to customer sites and industry events as required.

Why us?

• Competitive salary.

• Remote working model when not required to attend client sites or offsite meetings.

• Healthcare and company retirement contribution.

• 20 days annual leave.

• Structured support for professional development and continued learning.

• The opportunity to be part of a scaling, internationally diverse team working on genuinely complex and high-profile projects.

• A culture that values ownership, communication, and getting things done without unnecessary layers.