Customer Success Manager
About The Position
We are seeking a Customer Success Manager (individual contributor) to join the Touchplan® team. The Customer Success team focuses on ensuring our clients maximize value in planning their construction projects using Touchplan®, as well as building engagement with the platform. Being part of this team will give you the opportunity to help grow the Touchplan® customer base, help shape the Touchplan® product, and impact the construction industry through the support of construction project delivery. If you are looking for a job where you’ll be working on a dynamic team that is driving explosive growth and delighting customers at the same time, this is the right place for you!
Requirements
- Bachelor’s degree from an accredited university or college or equivalent experience
- 2-5 years of customer success experience in the software industry.
- Excellent organizational, project management, consultative and time management skills
- Motivated by the energy and ownership that comes with a small, high impact team
- Strong written and oral presentation skills, as well as active listening skills
- Solid sense of empathy for clients, as well as a passion for revenue growth
Nice To Haves
- Experience with Lean Construction and the Last Planner® system
- Construction management, architecture, engineering or project controls experience
Responsibilities
- Manage a book of business consisting of new and existing customers, serving as the primary point of contact responsible for driving onboarding, adoption, retention, and expansion while ensuring long-term customer success and satisfaction.
- Establish a trusted advisor relationship with customers, aligning all activities with the successful delivery of their construction projects using Touchplan®.
- Guide end users through software training, implementation, and adoption of best practices, building incremental value and return on their investment.
- Resolve inbound customer issues across live chat, email, and phone.
- Work with calm professionalism, quick execution, and a powerful sense of urgency to uphold our reputation for excellent customer service.
- Proactively monitor platform utilization and usage trends to increase client engagement, minimize churn, drive customer renewals, and support account expansion.
- Demonstrate exceptional attention to detail and strong organizational skills, effectively leveraging internal systems and tools to document customer engagements.
- Act as a strong customer advocate by collecting and clearly communicating customer feedback to internal teams, helping drive software enhancements and product improvements that align with customer needs and business goals.
- 15% travel as required to client sites or MSI facilities for meetings or other customer-facing activities.
- Regular Work Schedule: Mon. thru Fri. 8:30am until 5:30pm (Central or Mountain Time Zone)
Benefits
- Full benefit plan including medical, dental, vision, and life/disability insurance
- 401(k) with generous employer match
- HSA employer contribution in certain circumstances is available
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
101-250 employees
