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 is responsible for establishing and building customer relationships to promote retention and loyalty. The role works cross-functionally with Sales, Product, and Customer Experience teams to address customer needs, onboard customers, train end-users, optimize software value, expand user adoption, and identify risks to customer success. The work is allocated approximately as follows: pre-sales technical demos and presentations to support new customer acquisition (15%); implementation and onboarding for new customers and substantial expansions (50%); Tier 1 customer support, support-ticket management, and collaboration with Engineering on Tier 2–3 issues and bugs (15%); and supporting teammates and customers as needed (20%). The position is eligible for a sales incentive plan or commission.
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.
- At least 2 years of experience teaching, guiding, or mentoring others in the use of Revit.
- At least 3 years of experience in functional consulting, construction management, customer success, or a pre-sales software solution capacity.
- Proven ability to map a customer’s business process to product capability.
- 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.
- Onboard new customers and existing customers who substantially expand, including implementation needed for customers to receive product value.
- 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.
- Train end-users and help customers optimize the value of the software and expand adoption.
- Establish and build customer relationships to promote retention and loyalty.
- Work cross-functionally with Sales, Product, and Customer Experience teams to address customer needs.
- Identify risks to customer success.
- Support teammates and help customers as needed.
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 program
- Discounts on Stanley Black & Decker tools and products
- Discount programs for other vendors and partners
- 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
