Customer Success Manager II

We are an innovative technology company providing a cutting-edge, AI-powered cloud platform for the construction industry. Created by industry experts with deep estimating experience, our software dramatically streamlines the pre-construction process. Our solution uses advanced machine learning to automate traditionally time-consuming takeoff tasks, helping estimators work up to 80% faster while reducing costly errors. Our collaborative platform enables real-time teamwork, instant drawing analysis, and features a revolutionary conversational AI interface that transforms how professionals interact with construction plans. Founded by construction industry veterans, our award-winning application automates the takeoff process, enabling estimators to analyze blueprints in seconds rather than hours or days. Key Responsibilities Relationship Management Build strong relationships with customers, understanding their goals and ensuring they are met through the platform Conduct regular check-ins to monitor usage and overall satisfaction Act as the primary point of contact for a portfolio of customers Customer Support and Success Respond to support requests in a timely and professional manner Troubleshoot issues and coordinate with the product team when necessary Maintain records of customer interactions and feedback Retention and Growth Monitor usage and identify churn risks early, addressing them with tailored support Identify upsell and renewal opportunities and collaborate with the sales team to execute them Customer Support and Success Respond to support requests in a timely and professional manner Troubleshoot issues and coordinate with the product team when necessary Maintain records of customer interactions and feedback Collaboration and Feedback Provide customer insights to product and engineering teams to help shape product direction Share trends, wins, and blockers with the broader customer success and sales teams Qualifications Experience in customer success, account management, or a client-facing SaaS role SaaS experience with a strong acumen for product knowledge Strong communication and relationship-building skills Ability to troubleshoot issues and explain technical concepts to non-technical users Experience working with CRM or customer success platforms Highly organized and proactive with a customer-first mindset Located in CT/MT/PT time zone Nice to Have Experience in construction tech or working with AEC clients is a plus What We Offer Base salary + Incentive Plan Health, dental, and vision insurance Unlimited PTO and remote flexibility Opportunity to grow your career at a fast-paced AI startup Collaborative and innovative work environment We are an equal opportunity employer committed to building a diverse team. We welcome applications from candidates of all backgrounds who are passionate about using technology to transform the construction industry. Join us in revolutionizing pre-construction estimating with the power of AI!