Senior Customer Success Manager

Parspec•San Mateo, CA

11h•Hybrid

About The Position

Founded in 2021, Parspec is revolutionizing the materials supply chain for the $15 trillion USD construction industry by digitizing and organizing the industry's product data. Our proprietary AI technology maintains a current and comprehensive catalogue of millions of products, enabling our customers to identify products that best meet their needs–instantly. Trusted by top designers, builders, distributors, manufacturers, and sales agents, and backed by leading venture investors, Parspec is paving the way for a more innovative, connected, and sustainable future in construction. Join us in building transformative technology that reshapes one of the world’s oldest and largest industries. The Opportunity We are seeking a highly driven and strategic Senior Customer Success Manager (CSM) to join our Customer Success team. As Parspec continues to scale, our enterprise customers depend on us not only for seamless implementation but also for long-term value realization across their organizations. You will play a critical role in guiding executive stakeholders, ensuring adoption, and driving retention and growth within some of our most strategic accounts. In this foundational position, you’ll serve as the trusted advisor to senior leaders, helping them maximize the impact of Parspec’s platform. From onboarding and enablement through expansion and renewal, you’ll partner with customers to shape strategy, solve challenges, and influence product development. You’ll also contribute to building the frameworks and best practices that enable our CSM team to scale effectively as we grow. Our ideal candidate is customer-obsessed, entrepreneurial, and thrives on building long-term relationships at the executive level. You are as comfortable in the boardroom as you are in a workflow workshop, and you bring the strategic thinking, communication skills, and grit required to drive meaningful business outcomes.

Requirements

5+ years of experience in Customer Success, Account Management, Implementation or related client-facing roles in a B2B SaaS environment.
2+ years leading enterprise implementations or managing enterprise accounts with complex workflows.
Proven track record of building and expanding relationships with executive stakeholders.
Strong understanding of enterprise SaaS adoption dynamics, KPIs, and value delivery.
Excellent communication and presentation skills with the ability to influence senior leaders.
Strategic thinker with strong problem-solving abilities and a bias for action.
Experience with tools like Intercom, HubSpot, and/or familiarity with CPQ and ERP systems.

Nice To Haves

Prior experience in an early-stage SaaS company or a high-growth, ambiguous environment.
Background working with construction, building materials, or distribution technology.
Familiarity with electrical or lighting distributors and their workflows.
Experience creating and refining customer success playbooks or processes.
Comfort facilitating product discovery sessions and representing the customer voice in roadmap discussions.

Responsibilities

Serve as the primary relationship owner for executive stakeholders within top enterprise accounts.
Lead onboarding and ensure smooth implementations in partnership with Parspec’s Implementation team.
Drive adoption of Parspec across customer organizations through training, enablement, and strategic engagement plans.
Act as a trusted advisor, consulting on workflows, optimization strategies, and best practices to maximize platform value.
Facilitate regular executive business reviews and track progress against customer goals and KPIs.
Partner closely with Product to gather, prioritize, and communicate customer feedback into roadmap discussions.
Monitor customer health, usage, and ROI to proactively identify risks or opportunities for expansion.
Contribute to the development of playbooks, frameworks, and processes that scale customer success across the enterprise segment.
Travel to customer sites (approximately 3 days per month) for key relationship-building, training, and executive workshops.account success