Customer Success Manager
About The Position
The role Join us as our Customer Success Manager and guide customers from first project to long-term partner. You’ll own the Digital Surveyor post-sale experience for a portfolio of customers. Your goal is to get customers live on production work fast, keep projects moving, and grow usage over time. You’ll run onboarding, manage project execution, triage support issues, and partner with sales and engineering on renewals, expansions, and product feedback. As an early customer success team member, you’ll also have an opportunity to define the playbooks, templates, and processes that scale Customer Success at Mach9.
Requirements
- Have project management instincts: you’re organized, responsive, and relentless about follow-through.
- Build relationships easily across diverse stakeholders, from field crews to executives, and adapt your style naturally.
- Communicate clearly with technical and non-technical audiences.
- Know when to solve, escalate, or reset expectations.
- Can manage multiple accounts and priorities without heavy oversight.
- Care deeply about customers succeeding on real work, not just closing tickets.
- Are comfortable creating clear written updates and presentations.
- Are comfortable with tools like Google Workspace, Notion, and Pylon.
- Are willing to travel ~25% (approximately one week per month).
Nice To Haves
- Experience in AEC, surveying, infrastructure, or geospatial workflows.
- Prior Customer Success, Implementation, Solutions, or Project Management experience.
- Familiarity with HubSpot.
- SQL or basic data fluency for pulling reports and analyzing usage.
Responsibilities
- Own customer relationships post-sale. Be the day-to-day point of contact and trusted thought partner to our customers.
- Drive onboarding and time to value. Lead kickoff, setup, training, and the path to the first successful production project.
- Run customer projects and programs. Manage calls, action items, timelines, stakeholders, and follow-ups across customer teams.
- Triage and coordinate support. Reproduce product issues, communicate clearly, and drive resolution with Engineering.
- Support account growth. Find growth signals (new projects, teams, use cases) and partner with Sales to convert them.
- Be the voice of the customer internally. Collect and convert feedback into clear themes and actionable requests for the engineering team.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
