Customer Success Manager

XYZ Reality

About The Position

XYZ Reality created engineering-grade augmented reality for construction. Its site-safe hardhat, The Atom, overlays design models onto live construction work so engineers can verify work as it is installed. The company is growing across the US, UK, and Europe. The project delivery team runs XYZ Reality's service on active projects, from mobilisation to handover. Customer Success Managers represent XYZ Reality to its clients and help them experience the product's value. This field-facing role is suited to a construction delivery professional with experience in Electrical Engineering, CSA, Project Controls, or Commissioning. The Customer Success Manager builds trust with site teams, understands their needs and pressures, and demonstrates how the platform can improve delivery. The role also engages senior client stakeholders, translating site-level realities into business value, and involves extensive travel to project sites.

Requirements

Proven background in construction delivery, with a specialism in Electrical Engineering, Civil / Structural / Architectural (CSA), Project Controls, or Commissioning on major programmes.
Hands-on site experience that provides credibility with field teams.
Communication skills to engage effectively with senior client stakeholders up to VP level.
Comfort with extensive travel to project sites as a core part of this field-facing role.
Curiosity about technology and openness to learning; prior expertise in technology is not required.

Nice To Haves

Naturally builds trust with site teams and senior stakeholders.
Clear, confident communicator from Sub-Contractor to VP.
Client-focused with a drive to deliver measurable value.
Curious about technology and motivated to learn.
Resilient, adaptable, and thrives in a fast-moving environment.

Responsibilities

Own the day-to-day client relationship across assigned projects and serve as the primary point of contact for site teams, project managers, and senior stakeholders.
Drive on-site adoption of the XYZ platform by embedding the service into field teams' daily workflows, removing adoption barriers, and ensuring it improves how work gets done.
Translate site-level performance, issues, and successes into clear reporting and insight for client Project Directors, Construction Directors, and VPs.
Identify risks to client satisfaction or adoption, raise issues proactively, coordinate with internal teams to resolve them, and maintain a high standard of delivery across project touchpoints.
Support account retention and expansion by building strong relationships, demonstrating measurable delivery impact, and contributing to client conversations with colleagues.
Share client feedback, site observations, and adoption patterns internally to help shape the evolution of the platform and service.