Customer Success Manager - Construction

Job title: Customer Success Manager Department: Customer Success Location: London/Europe – Extensive travel required ABOUT XYZ REALITY ────────────────────────────── XYZ Reality are the creators of the world's first and only engineering-grade Augmented Reality solution, purpose built for the construction industry. Not only have we created this holographic technology, that sits within The Atom — a smart, site-safe headset/hardhat — but we implement it on projects, utilising the power of AR to ensure that all schemes are completed in line with delivery timescales and budgets. XYZ has grown to over 100 staff across the UK, US & Europe and is working with Mission Critical organisations & construction companies to successfully deliver major projects. THE ROLE ────────────────────────────── Customer Success Managers are the face of XYZ Reality for our clients. They make people feel the product. This role is for someone who has spent years in construction delivery — in Electrical Engineering, CSA, Project Controls, or Commissioning — and knows the industry inside out. You'll use that hard-won experience to connect with site teams on their level, understand their pressures, and show them how XYZ Reality helps them deliver better. You're not a software salesperson. You're a construction professional who has found a better way. You'll spend a lot of time on sites, working directly with project teams and building the kind of trust that only comes from actually having lived it. But you'll also need to hold your own in a room with VPs and senior client stakeholders — translating field reality into business value. If you love construction but are frustrated with the way things have always been done, and you're genuinely curious about where technology can take the industry — this role was built for you. KEY RESPONSIBILITIES ────────────────────────────── • Own the day-to-day client relationship across your assigned projects — acting as the primary point of contact for site teams, project managers, and senior stakeholders to ensure they are getting full value from the XYZ platform. • Drive on-site adoption of the XYZ platform — working directly with field teams to embed the service into daily workflows, remove adoption barriers, and ensure the product is genuinely improving how work gets done. • Be the bridge between site and senior leadership — translating on-the-ground performance, issues, and wins into clear reporting and insight for client Project Directors, Construction Directors, and VPs. • Identify risks to client satisfaction or adoption early — flagging issues proactively, coordinating with internal teams to resolve them, and maintaining a high standard of delivery across every project touchpoint. • Support commercial growth — contributing to account retention and expansion by building strong relationships, demonstrating measurable delivery impact, and partnering with the Commercial team on client conversations. • Feed real-world insight back into XYZ — sharing client feedback, site observations, and adoption patterns with Product, Operations, and Leadership to help shape how the platform and service evolves. REQUIRED QUALIFICATIONS ────────────────────────────── • Proven background in construction delivery with specialism in one or more of: Electrical Engineering, Civil / Structural / Architectural (CSA), Project Controls, or Commissioning — on major programmes. • Hands-on site experience that gives you genuine credibility with field teams, combined with the communication skills to engage effectively with senior client stakeholders up to VP level. • Comfortable with extensive travel to project sites as a core part of the role — this is a field-facing position, not a desk job. • Curiosity about technology and genuine openness to learn — you do not need to be a tech expert, but you need to believe that better tools can change how construction gets delivered. KEY EXPERIENCE & SKILLS ────────────────────────────── • Deep construction specialism — Electrical, CSA, Project Controls, or Commissioning • Naturally builds trust with site teams & senior stakeholders alike • Clear, confident communicator from Sub-Contractor to VP • Client-focused with a drive to deliver measurable value • Curious about technology & motivated to learn • Resilient, adaptable & thrives in a fast-moving environment BENEFITS ────────────────────────────── 🏝️25 days annual leave + public holidays 🩺Private healthcare with Vitality 🎄Christmas shutdown days on top of leave allowance (2–4 per year usually) 🏠Hybrid working 🪙Biannual salary reviews 💰Employee referral scheme 🚀Make a real-world impact of revolutionising the construction industry