Mach9 · 2 weeks ago
Customer Success Manager
United States
Full-time
Remote
Mid LevelMach9 is transforming the way the infrastructure industry operates, and they are seeking a Customer Success Manager to enhance customer relationships post-sale. The role involves guiding customers through onboarding, managing ongoing projects, and identifying opportunities for expansion to ensure customer success with the Mach9 platform.
Machine LearningSoftware
Responsibilities
Own the customer relationship post-sale. Be the primary point of contact for your portfolio of up to 50 accounts, building trust and ensuring they see Mach9 as a true partner
Drive onboarding and time to value. Guide new customers from signed contract to first successful project
Run customer projects and programs. Manage timelines, coordinate communications, handle user management, triage support tickets, and deliver reports and presentations that keep projects on track
Fuel our land-and-expand motion. Proactively identify opportunities for customers to expand usage and drive increases in spend, volume, and frequency
Write winning proposals. Craft compelling proposals that help customers justify Mach9 for new projects and government contracts
Surface product insights. Capture customer feedback and communicate feature needs to the product and engineering teams
Run an onboarding call with a new customer and set up their team in the platform
Check in with a surveying firm to review recent projects and identify expansion opportunities
Write a proposal for a customer responding to a state RFP
Build a presentation showing ROI and project outcomes for a customer's internal stakeholders
Join a discovery call, then document a feature request for the product team
Proactively reach out to an account whose usage has dropped to re-engage them
Qualification
Required
Have project management instincts: organized, timely, detail-oriented, and relentless about follow-through
Communicate clearly and confidently with customers, whether on a call, in an email, or in a presentation
Build relationships easily and can connect with surveyors, engineers, project managers, and executives alike
Exercise good judgment about when to handle something yourself versus when to escalate
Operate with high agency, managing multiple accounts and priorities without needing constant direction
Can create compelling presentations and written materials
Are comfortable with HubSpot, Notion, Google Workspace, or similar tools
Genuinely care about customers succeeding, not just responding to their requests
Preferred
Experience in AEC, surveying, infrastructure, or geospatial industries
SQL or basic data fluency for pulling reports and analyzing usage
Background as a project manager at an engineering or surveying firm
Company
Mach9
Mach9 is building the fastest geospatial production platform for engineering and construction firms globally, starting with Digital Surveyor
Founded in 2021
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$16.83MKey Investors
Quiet CapitalTiger Global ManagementY Combinator
2024-07-07Seed· $14.41M
2021-12-06Seed· $2.3M
2021-08-31Pre Seed· $0.12M
Leadership Team
Alexander Baikovitz
Co-Founder and CEO
Haowen Shi
Co-Founder
Recent News
Reinforced Ventures
2025-03-12
Company data provided by crunchbase