Customer Success Manager

Pirros•Los Angeles, CA

23d

About The Position

The Customer Success Manager owns the post-sale customer relationship at Pirros. This person makes sure Pirros customers are successfully onboarded, trained, engaged, and continuously seeing value from the product. This is not a reactive support role. The CSM is a trusted advisor, account owner, and internal customer advocate. They monitor account health, identify risks early, drive adoption, surface expansion opportunities, and work cross-functionally to resolve customer issues with urgency. As Pirros continues to grow, Customer Success is critical to retention, expansion, and turning customers into long-term Pirros advocates.

Requirements

3+ years of experience in B2B SaaS Customer Success, Account Management, Implementation, or another customer-facing role
Proven ability to manage customer relationships across onboarding, adoption, retention, and expansion
Strong communication skills, both written and verbal
Highly organized and detail-oriented, with the ability to manage multiple accounts and priorities at once
Strong problem-solving and de-escalation skills
Customer-focused, empathetic, and commercially minded
Comfortable using data to understand product usage, account health, and adoption trends
Self-starter who thrives in a fast-paced startup environment
Strong sense of urgency and ownership
Comfortable working cross-functionally with Sales, Product, Support, Engineering, and leadership

Nice To Haves

Experience with architecture, engineering, construction, BIM, Revit, or AEC customers
Experience managing renewals, QBRs, onboarding programs, or customer health scoring
Familiarity with tools like HubSpot, Salesforce, Intercom, Zendesk, Gainsight, Vitally, ChurnZero, Pendo, or product analytics dashboards
Experience building customer playbooks, adoption campaigns, training materials, or CS processes from scratch

Responsibilities

Own a book of Pirros B2B SaaS customers as their main post-sale point of contact
Lead Pirros onboarding, training, deployment, and ongoing adoption
Build strong customer relationships and understand each account’s goals, workflows, and success criteria
Monitor Pirros account health using usage data, customer feedback, engagement, and support trends
Identify churn risk early and create clear action plans to improve adoption and satisfaction
Drive proactive customer touchpoints, check-ins, business reviews, and adoption campaigns
Partner with Sales to support renewals, expansion opportunities, and long-term account growth
Work with Product, Support, and Engineering to resolve customer issues, bugs, and escalations
Translate customer feedback into clear internal signal for Product and leadership
Help customers understand new Pirros features, best practices, and ways to get more value from the platform
Turn happy customers into advocates, references, case studies, and promoters