Bilingual CSM - Construction & BIM SaaS

Newforma; Greater London; On-site; GBP 50,000 - 80,000; Full time

Job summary

Newforma is seeking a bilingual Customer Success Manager to help customers maximize value from Project Information Management and BIM Coordination software. You will guide onboarding, build relationships with stakeholders, and act as a trusted advisor to drive retention and expansion.

You will work with sales to support prospects, conduct product demonstrations, and provide industry expertise to customers evaluating our software. International travel up to 25% is expected.

Qualifications

• Bilingual in English and French (verbal and written).
• Minimum 3 years of experience in a construction-related industry.
• Excellent verbal and written communications skills in English are mandatory.
• Construction software implementation or training experience is a strong asset.
• Experience in customer success, account management, sales support, or technical consulting in a software/SaaS company.
• Knowledge of BIM coordination, Project Information Management, or related construction/design technologies.
• Strong communication and presentation skills to engage both technical and non-technical stakeholders.
• Ability to travel domestic and internationally (up to 25%).

Responsibilities

• Guide new customers through onboarding to ensure successful adoption.
• Develop relationships with key customer stakeholders and provide best practices.
• Advocate for customers, address issues, and work with internal teams to improve the product experience.
• Drive retention and identify opportunities for product expansion through upselling and cross-selling.
• Gather customer insights and relay feedback to product and engineering teams.
• Track and analyze customer usage, engagement, and satisfaction for long-term success.
• Collaborate with sales to assist in demos, proofs of concept, and technical discussions to convert prospects.
• Provide industry expertise and use case recommendations to potential customers evaluating our software.

Skills

Bilingual: EN/FR

Communication

Education

Post-Secondary Degree

Tools

BIM coordination software

Job description

Newforma is seeking a bilingual Customer Success Manager to help customers maximize value from Project Information Management and BIM Coordination software. You will guide onboarding, build relationships with stakeholders, and act as a trusted advisor to drive retention and expansion.

You will work with sales to support prospects, conduct product demonstrations, and provide industry expertise to customers evaluating our software. International travel up to 25% is expected.