Apply on Employer Site

OnsiteIQ · 2 weeks ago

Senior Customer Success Manager, Mid-Market

New York

Full-time

Hybrid

Senior Level

OnsiteIQ is a leading construction intelligence platform that leverages cutting-edge technology to transform how construction projects are managed and executed. They are seeking a Senior Customer Success Manager to ensure enterprise clients derive maximum value from their platform by cultivating relationships and overseeing complex portfolio rollouts.

Artificial Intelligence (AI)Computer VisionConstructionEnterprise SoftwareReal Estate

Growth Opportunities

Responsibilities

Build and maintain strong, long-lasting relationships with senior stakeholders at enterprise-level customers, including decision-makers and key influencers

Understand the unique goals, challenges, and objectives of each enterprise customer to ensure that OnsiteIQ’s solutions are meeting their needs

Serve as the main point of contact for strategic initiatives and foster customer loyalty through personalized, high-touch service

Lead the onboarding process for new enterprise customers, ensuring smooth, seamless transitions to the OnsiteIQ platform, including coordination with internal teams and field representatives

Collaborate with the implementation team to define clear milestones, set expectations, and ensure that each customer’s setup is tailored to their specific needs

Travel required for strategic initiatives including onboarding for certain enterprise accounts. Travel expectations may vary, but can be as often as once per month (15%)

Oversee complex, multi-phase portfolio rollouts for enterprise clients, ensuring timely delivery, proper resource allocation, and quality of service throughout each project lifecycle

Manage coordination between cross-functional teams, including sales, product, support, and field operations to ensure seamless execution and customer satisfaction

Identify opportunities to expand accounts through upselling and cross-selling additional OnsiteIQ products and services, leveraging a deep understanding of the customer’s business goals

Proactively drive customer success by working to ensure customers are continually realizing value from the platform, ultimately leading to improved retention and renewals

Work closely with Account Executives in the sales organization to drive upsell and expansion

Cultivate and encourage customer advocacy through excellent service and outcomes

Solicit feedback to ensure customers are satisfied with the platform and operational services, and share success stories internally to influence product and service improvements

Act as the key escalation point for any customer inquiries, issues, or conflicts, collaborating with internal teams to resolve challenges quickly and effectively

Provide guidance and best practices to mitigate future problems and ensure customer satisfaction

Monitor and analyze customer engagement, platform usage, and overall health metrics, identifying trends, and providing actionable insights

Prepare regular reports for both customers and internal teams to track progress, usage, and areas for improvement

Gather and relay customer insights regarding platform functionality, service needs, and market trends to inform product development and operational enhancements

Champion the voice of the customer within the organization to drive continuous product and service improvements

Qualification

Customer Success ManagementCRM SoftwareProject ManagementData AnalysisCommunication SkillsSolution-oriented MindsetOperational Services UnderstandingInterpersonal Skills

Required

Bachelor's degree preferably in business, construction management, project management, or a related field

Proven experience in customer success, account management, or project management with a focus on enterprise-level clients, ideally in the SaaS or construction industry

Strong project management skills with experience overseeing complex, multi-faceted customer initiatives

Exceptional communication and interpersonal skills, with the ability to manage relationships at all levels of the organization

Solid understanding of CRM software (e.g., Salesforce) and project management tools (e.g., Asana, Jira)

Ability to analyze customer data to identify insights and areas for improvement

Self-starter with a proactive, solution-oriented mindset and a passion for customer satisfaction