Customer Success Manager

2 weeks ago

Waltham, MA, United States Xtra Effort Solutions Full time
Title: Customer Success Manager

Solution: Construction SaaS (ten years in production), a single source to track, verify, and manage building assets (MEP) throughout the construction lifecycle (across the enterprise and construction project ecosystem - subs and contractors included), resulting in improved construction project operational readiness, transparency, accountability, and collaboration.

Company:
• 10+ years in business but with a vibrant start-up culture
• Agile, non bureaucratic
• 40% year over year growth
• 98% customer renewal rate
• Profitable/Financially stable
• Recognized best in class solutions
• Several hundred highly reference worthy and globally recognized customers (42000 users)
• Accomplished and proven leadership team. Respected as SaaS operators and for having construction/building management industry thought leadership
• Competitive pay, comprehensive benefits

Compensation: up to $140,000, including a $110k salary and a $30k bonus; comprehensive benefits

Role's location: hybrid, including up to 2 days of the week at the Waltham office (where there are 12 other team members)

Travel: 15%

SaaS Solution Offering:
• Automates and simplifies the process of implementing interconnected mechanical, electrical, HVAC, and plumbing systems (their installation, testing/inspection, certification, commissioning, etc.) within the construction process. It is sold to the commercial construction industry, life science companies, hospitals, universities, complex manufacturers, semiconductor businesses, and data centers.
• Provides real time status of what is done and needs to get done across the construction process
• Simplifies the process of making this critical information available to all stakeholders, providing for more timely decision making.
• No redundancy in keying this information. More timely and accurate information.
• Turnkey output to systems required for post-construction management of these mission critical systems
• SaaS solution is proven to easily integrate into Microsoft Project and P6
• Solutions represent a means for their prospects' c-suite executives and business owners to standardize on best practices across their sub-contractors

SaaS Solution's Value:
• Enables engineering and construction project teams to deliver an operationally ready building on day one.
• Faster time to project completion
• Elimination of costly delays
• Reduced risk
• Time savings
• Reduced labor costs
• Compliance
• Increased quality.

Target customers: Building Owners and C-Suite executives, General Contractors, Trade Contractors, Data Centers, and Commissioning Providers

Why this company and role are desirable:
• Their solutions address a need that if ignored is known to have catastrophic implications to project outcomes, reputations, careers, and costs/profit
• Their solutions are recognized as best in class for the largest and most complex needs
• Stable leadership team
• 401(k) + company match
• Health
• Dental
• Vision
• Wellness resources
• Gym at their office

Responsibilities
  • Manage 40 customers
  • Advocate internally for clients' product and service needs
  • Create SaaS platform roadmaps with customers, including timetables and related tasks for organizational usage, new feature product adoption, etc.
  • Ensure user adoption of available SaaS functionality (identify and resolve adoption friction)
  • Ensure customer executives receive expected value, highlight and illuminate value; Identify opportunities for account expansion
  • Get hands-on with SaaS products, enabling the CSM to perform ad hoc training to help drive user adoption (the separate implementation team performs the initial SaaS implementation and comprehensive user training)
Qualifications
  • 4 - 10 years of professional experience, including 2+ years in a CSM role with a SaaS company
  • Strong oral and written communication skills
  • Organized
  • Proactive, comfortable and experienced with timely outbound communications with your customers.
  • Have strong enough emotional intelligence to sense and at-risk customer and when/how to create a save plan
  • Flexible, adaptive
  • Experience interacting with sales, product, and implementation teams
  • Team oriented
  • Successful track record in:
  • Advocating for clients
  • Creating SaaS platform roadmaps with customers
  • Identifying opportunities for account expansion
  • Ensuring user adoption of available SaaS functionality
  • Ensuring customer executives receive expected value
  • Getting hands-on with SaaS products
  • Training users (preferred)

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