Customer Success Lead, BIM
About The Position
As a Customer Success Manager within the Construction Technology business, this remote role joins a growing SaaS team and focuses on establishing and building customer relationships to promote retention and loyalty. The position works cross-functionally with Sales, Product, and Customer Experience to address customer needs, onboard customers, train end users, optimize software value, expand user adoption, and identify risks to customer success. The work is divided among pre-sales support for technical demos and presentations (15%), implementations and onboarding for new customers and substantial expansions (50%), Tier 1 customer support and coordination of Tier 2–3 issues with engineering (15%), and supporting teammates and customers as needed (20%). The role is eligible for a sales incentive plan or commission. The stated total target cash compensation range is $105,000–$169,000, varying based on factors such as location, experience, and qualifications.
Requirements
- Bachelor’s or associate degree in a technology- or business-related field, or 5+ years of experience with Revit focused on mechanical, electrical, or plumbing systems.
- 2+ years of experience teaching, guiding, or mentoring others in the use of Revit.
- 3+ years of experience in functional consulting, construction management, customer success, or pre-sales software solutions.
- Proven ability to map customer business processes to product capabilities.
- Proven success managing customer relationships and driving retention, adoption, and growth.
- Knowledge of the construction industry.
- Experience analyzing data, trends, and client information to identify product or service growth opportunities.
- Strong communication and presentation skills, including the ability to engage senior stakeholders.
- Strong analytical and problem-solving skills.
- Strong organizational and time-management skills, with the ability to manage multiple priorities in a fast-paced environment.
Responsibilities
- Assist sales representatives with technical demos and presentations for new customer acquisition.
- Implement and onboard new customers and existing customers with substantial expansions.
- Provide day-to-day Tier 1 support and troubleshoot issues for existing customers.
- Manage the pipeline of support tickets and collaborate with engineering to resolve Tier 2–3 issues and bugs.
- Support teammates and help customers as needed.
- Establish and build customer relationships to promote retention and loyalty.
- Train end users, optimize software value, expand user adoption, and identify risks to customer success.
- Work cross-functionally with Sales, Product, and Customer Experience teams to address customer needs.
- Map customer business processes to product capabilities and identify opportunities for product or service growth through analysis of data, trends, and client information.
Benefits
- Medical insurance
- Dental insurance
- Life insurance
- Vision insurance
- Disability benefits
- 401(k)
- Employee Stock Purchase Plan
- Paid time off, including vacation, holidays, and personal days
- Tuition reimbursement
- Wellness programs
- Discounts on Stanley Black & Decker tools and products, and partner/vendor programs
- Learning and development resources, including a digital learning portal, Lean Academy, and online university
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
