Customer Success Manager

Summary

Join Assignar, a mission-led cloud-based construction tech startup, as a Customer Success Manager! In this remote role (PST or MST, with potential for in-office work in Denver), you will build long-term partnerships with strategic customers, driving adoption and ensuring satisfaction, growth, and retention. You will proactively manage customer success, become an expert on the Assignar platform and construction industry, and build trusted advisor relationships. Responsibilities include delivering value through Success Reviews, developing action plans, increasing customer adoption and advocacy, and collaborating with other teams. The ideal candidate possesses 2-5 years of B2B SaaS experience and exceptional communication and relationship-building skills. This role offers flexible PTO, company-subsidized health benefits, a 401(k) plan, paid parental leave, employee stock options, and upskilling opportunities.

Requirements

• 2–5 years of experience in B2B SaaS customer success, account management, consulting, or sales, managing accounts up to $100k ARR
• Exceptional verbal and written communication, with strong persuasion and presentation skills, and the ability to influence and communicate effectively across all levels of an organization
• Proven ability to build, nurture, and maintain strong stakeholder relationships, fostering trust and collaboration
• Demonstrated expertise in developing and executing strategies to drive adoption and maximize the value of technology solutions
• Excellent active listening skills, with a knack for understanding customer pain points and translating them into actionable solutions
• Proactive time management skills, with meticulous attention to detail and a track record of consistently delivering on key outcomes
• Record of successfully negotiating renewals and contract terms, leveraging strong sales and relationship-building skills
• Basic understanding of customer integration concepts, including Single Sign-On (SSO), APIs, and feature customization
• Ability to adapt in a fast-paced, start-up environment, coupled with an interest in developing scalable and sustainable processes
• Familiarity with systems such as Salesforce, Zendesk, Confluence, Salesloft, G-suite, and similar systems
• Experience in the ConTech and/or AEC field, with an understanding of their unique challenges and opportunities

Responsibilities

• Proactively own and manage the success of a portfolio of customers, including managing the annual renewal process for all assigned customers
• Become an expert on the Assignar platform and the construction industry, leveraging this knowledge to support customer success and provide meaningful insights
• Build and maintain trusted advisor relationships across all levels of the customer’s organization, fostering long-term partnerships
• Deliver ongoing value through regular Success Reviews, ensuring customers meet their objectives by meeting with them two to three times per year
• Develop and execute tailored action plans for each customer, ensuring their specific goals are met and exceeded
• Increase customer adoption, retention, and advocacy by delivering measurable value and enhancing their Assignar experience
• Communicate Assignar’s vision, strategy, and “best-practice” recommendations, helping customers align their goals with optimal platform use
• Provide targeted training for key accounts to address recurring issues, enabling customers to maximize their platform usage
• Create a customer feedback loop with Product Management to surface customer requests and help translate customer feedback into product improvements
• Partner with marketing to develop customer stories and media opportunities, showcasing success through case studies and online reviews
• Keep systems of records up to date with client notes and current status
• Occasionally travel to visit clients
• Attend and participate in all internal team meetings

Preferred Qualifications

• A background in leveraging data and analytics tools to inform and execute strategies that encourage product adoption and customer success
• A proven ability to innovate and develop creative solutions for customer needs, while effectively advocating for their interests within the business

Benefits

• Flexible PTO
• Company subsidized medical, dental, and vision plans There is a 100% paid employee only option!
• 401(k) Plan
• 11 Paid Holidays
• Paid Parental Leave
• Employee Stock Options
• Up-skill training opportunities, coaching, and training
• At least 1 annual get together with the whole US team (usually around the holidays)