Customer Success Manager

Pirros is reshaping and revolutionizing how Architecture and Engineering firms manage design details. Our software empowers AECO design professionals (Architects, Engineers, Contractors, and Owners) to streamline their detail management process more effectively, reduce errors, and speed up project delivery. We're building the system of record for detail management in a $12T+ industry that's been underserved by technology for too long

About Us

• Backed by top-tier investors and angels (YC, Funders Club, PlanGrid, Elephant)
• We've just closed our Series A of ~$17 million
• PROFITABLE, $3.5M+ ARR and growing revenue at +10% month-over-month
• Competitive Package: salary, stock options, unlimited PTO, health benefits
• Co-founders both come from structural Engineering, with industry experience
• 250+ firms using us today, growing 10% MoM, 120% NRR - customers include some of the top AEC design firms in the country
• Join a high-trust, high-autonomy culture with experienced builders and operators
• Tangible Impact We're solving real problems for the people who design the world around us while building the software stack of the future for architects and engineers

What You'll Own:

• Act as a trusted and knowledgeable advisor for our customers. Serve as their main point of contact and work with internal teams to resolve conflicts, bugs and issues affecting customers in order to drive timely resolutions
• Monitor account health by utilizing data, conduct customer usage analysis, track customer success metrics, effectively identifying and addressing potential risks and opportunities.
• Be a key driver ensuring retention and growth of Pirros' revenue. You will interact with these customers both as their success point of contact and by leveraging tools to consistently engage in proactive touchpoints
• Take a proactive approach to initiate data-driven, targeted campaigns and foster increased customer engagement and bolster product adoption rates
• Take ownership of challenging customer situations, manage them effectively, see them through to resolution and ensure timely follow-ups
• Play a crucial role in ensuring our customers' success and satisfaction. Responsible for post-sale deployment and customer training, ensuring successful product adoption and integration
• Seek ways to improve customer satisfaction and raise customer advocacy (NPS), by finding new ways to continuously improve our customers' experience

Who You Are:

• 3+ years in B2B Software/Tech - customer-facing roles, customer success, account management
• Highly organized, detail-oriented, skilled in written/verbal communication with strong de-escalation and problem-solving skills
• Empathetic with a customer-focused approach
• Self-starter that thrives in an entrepreneurial, fast-paced environment with a proven ability to multi-task and manage multiple projects at a time
• Quick thinking, fast learning, and solution-oriented, with an ability to think outside the box and see things through to resolution
• Passion for phone-based customer interactions

At Pirros, we believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy, genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

Pirros is committed to fair and equitable compensation for all our employees. We thoughtfully consider a wide range of factors when determining individual compensation and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualification and experience. In addition to a competitive base salary, the total compensation package also includes equity and benefits.