Senior Customer Success Manager

Summary

Join nPlan, a Google Ventures-backed scale-up, as a Senior Customer Success Manager to support our growing clientele in North America, including Chevron, the City of Ottawa, and LNG Canada. Leverage your construction industry expertise to integrate our AI-powered project planning and management solutions into client workflows. Provide exceptional client support, strategic guidance, and seamless product integration. This remote role may involve some travel within North America and internationally. We offer a competitive salary ($90-115k), generous equity, flexible hours, unlimited holiday leave, private medical insurance, enhanced family and sick leave, and more. Opportunities for significant ownership and exposure to all business areas exist within a collaborative and inclusive environment.

Requirements

• Experience in a client-facing or customer success role, leading strategic projects to improve client experience
• Background in project controls or construction management
• Excellent relationship-building skills and a passion for delighting customers
• Excellent organisational skills as diligence and responsiveness are key to good client engagements
• Comfort in challenging the status quo in customers: we are going to be a change!
• You have an eye for detail

Responsibilities

• Product Integration Use your expertise in construction project controls or project management to identify where our products help the most and seamlessly integrate them into clients’ processes
• Develop a deep knowledge of our products and what it can offer clients, and use that knowledge to help clients meet their (known and unknown) needs
• Develop and iterate on standard workflows that can be easily understood and implemented by client teams
• Client engagement and support: Coaching clients to optimally use the product and get the best out of what nPlan has to offer
• Develop and ensure a smooth, efficient, and friction-free journey for clients from onboarding to ongoing support
• Build and maintain strong relationships with clients, understanding their needs and pain points across a range of engagements
• Continually assess client satisfaction and work towards enhancing their experience, regularly capturing points of value
• Commercial: Take ownership of determining value gained by the customer during the engagement
• Find areas we can expand and improve our offering to the customer and raise these with the commercial team
• Work with the commercial team to communicate value to stakeholders at the customer to retain clients and drive expansions

Preferred Qualifications

• Qualifications in risk management or construction scheduling
• Experience using novel technologies in your previous role

Benefits

• Competitive base salary of $90-115k (depending on experience) along with a generous equity package
• Flexible working hours and locations
• Enhanced benefits package including unlimited holiday leave, private medical insurance, enhanced family and sick leave policies and much more