Customer Success Manager

Pirros•Los Angeles, CA

12d

About The Position

Pirros is reshaping and revolutionizing how Architecture and Engineering firms manage design details. Our software empowers AECO design professionals (Architects, Engineers, Contractors, and Owners) to streamline their detail management process more effectively, reduce errors, and speed up project delivery. We’re building the system of record for detail management in a $12T+ industry that’s been underserved by technology for too long! About Us Backed by top-tier investors and angels (YC, Funders Club, PlanGrid, Elephant) PROFITABLE, $3.5M+ ARR and growing revenue at +10% month-over-month Competitive Package: salary, stock options, unlimited PTO, health benefits Co-founders both come from structural Engineering, with industry experience 250+ firms using us today, growing 10% MoM, 120% NRR - customers include some of the top AEC design firms in the country Join a high-trust, high-autonomy culture with experienced builders and operators Tangible Impact! We’re solving real problems for the people who design the world around us while building the software stack of the future for architects and engineers

Requirements

3+ years in B2B Software/Tech - customer-facing roles, customer success, account management
Highly organized, detail-oriented, skilled in written/verbal communication with strong de-escalation and problem-solving skills
Empathetic with a customer-focused approach
Self-starter that thrives in an entrepreneurial, fast-paced environment with a proven ability to multi-task and manage multiple projects at a time
Quick thinking, fast learning, and solution-oriented, with an ability to think outside the box and see things through to resolution
Passion for phone-based customer interactions

Responsibilities

Act as a trusted and knowledgeable advisor for our customers.
Serve as their main point of contact and work with internal teams to resolve conflicts, bugs and issues affecting customers in order to drive timely resolutions
Monitor account health by utilizing data, conduct customer usage analysis, track customer success metrics, effectively identifying and addressing potential risks and opportunities.
Be a key driver ensuring retention and growth of Pirros’ revenue. You will interact with these customers both as their success point of contact and by leveraging tools to consistently engage in proactive touchpoints
Take a proactive approach to initiate data-driven, targeted campaigns and foster increased customer engagement and bolster product adoption rates
Take ownership of challenging customer situations, manage them effectively, see them through to resolution and ensure timely follow-ups
Play a crucial role in ensuring our customers’ success and satisfaction. Responsible for post-sale deployment and customer training, ensuring successful product adoption and integration
Seek ways to improve customer satisfaction and raise customer advocacy (NPS), by finding new ways to continuously improve our customers’ experience