Customer Success Manager

Highwire; Burlington (MA); On-site; USD 120,000 - 140,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Insurance

401k with 3% company contribution

Parental leave

Outstanding Paid Time Off

Mentorship program

Job summary

Highwire is seeking an Account Manager to manage strategic customer relationships in Burlington, Massachusetts. In this role, you will drive long-term success, lead onboarding, and ensure customer engagement with our platform.

The ideal candidate possesses experience in Customer Success, ideally in SaaS or construction sectors. Excellent communication and relationship-building skills are essential, along with a proactive approach to managing multiple client needs.

This position offers a competitive salary range of $120,000 to $140,000 per year along with comprehensive benefits.

Qualifications

• Few years of expertise in Customer Success or Account Management.
• Experience in SaaS or enterprise software environments.
• Experience in construction or contractor management is a plus.

Responsibilities

• Drive strategic customer relationships and long‑term success.
• Lead successful onboarding and implementation programs.
• Increase platform adoption and customer engagement.
• Advocate for customer needs across the organization.
• Contribute to account growth and retention.

Skills

Customer Success

Account Management

Project Management

Communication

Strategic Relationship Building

Job description

Department: Operations

Employment Type: Permanent

Location: Burlington, Massachusetts

Compensation: $120,000 - $140,000 / year

Description

Highwire, a Veriforce company, is the Contractor Success Platform for asset owners, general contractors, and facilities managers. The world’s most admired organizations use Highwire to ensure their contractors and subcontractors deliver great work, on budget and on schedule, by collaborating with them to dynamically mitigate safety, financial, quality, and sustainability risks during capital projects and facilities maintenance.

We are looking for an Account Manager to partner with our clients as they modernize contractor management, safety, and compliance programs across complex construction environments. This role is critical in helping clients maximize the value of Highwire’s platform while driving long‑term relationships, operational excellence, and measurable business outcomes.

As an Account Manager, you will serve as a trusted advisor to our clients throughout onboarding, implementation, adoption, and ongoing program growth. You’ll work cross‑functionally to ensure clients are successful using Highwire’s platform while helping construction organizations improve safety, compliance, contractor engagement, and operational consistency.

The ideal candidate is highly organized, client-focused, comfortable navigating complex stakeholder environments, and passionate about helping organizations improve safety, compliance, and contractor performance outcomes.

What You’ll Do

• Drive strategic customer relationships and long‑term success. Serve as the primary point of contact for assigned accounts, building trusted relationships with stakeholders across safety, procurement, operations, compliance, and project management teams.
• Lead successful onboarding and implementation programs. Manage onboarding timelines and coordinate internal and external stakeholders to ensure successful client launches. Configure customer workflows, approval processes, scoring requirements, and contractor engagement strategies that align with operational goals.
• Increase platform adoption and customer engagement. Deliver training and change management support for administrators, reviewers, and end users. Proactively identify opportunities to improve workflows, increase adoption, and expand usage of Highwire solutions and services.
• Advocate for customer needs across the organization. Partner closely with Sales, Product, and Support teams to share customer feedback, influence product enhancements, and ensure customer issues are resolved effectively while maintaining strong communication and trust.
• Contribute to account growth and retention. Support renewal and expansion efforts by helping customers realize measurable value from the platform. Drive customer satisfaction, retention, and long‑term account health through proactive engagement and consultative partnership.

Who You Are

• Consultative and relationship-driven. You see yourself as a trusted advisor, offering strategic advice that aligns with the client’s goals. You build trust quickly and communicate effectively with a wide range of stakeholders.
• Highly organized and proactive. You can manage multiple projects, priorities, and client relationships simultaneously while maintaining strong attention to detail and follow‑through.
• A strong communicator and facilitator. You handle pressure with poise, set boundaries, and communicate effectively to inspire trust. You can translate complex processes into practical, actionable solutions.
• Curious Learner: You love exploring new technologies and digging into your client’s business to uncover opportunities.
• Tech‑Savvy and solutions-oriented. You quickly learn new tools and systems, troubleshoot issues effectively, and confidently guide customers through complex workflows.

Qualifications

You bring at least a few years of expertise in Customer Success, Account Management, Project Management, Implementation, or a related field, ideally within SaaS or enterprise software environments. Experience in construction, contractor management, safety, compliance, procurement, or risk management is a plus.

What You’ll Get In Return

Our benefits go well beyond the basics. To support your work‑life integration, we built a benefits program that takes care of the whole person, including physical, mental, financial, and emotional health.

• Medical, Dental, & Vision Insurance. We offer health, dental, and vision insurance to all full‑time employees. Best part? You’ll be eligible on day one.
• 401k. We offer a 401k and a 3% company contribution (even better than a match) to help you get ready to retire no matter how far off that seems.
• Parental leave. We take care of new parents by offering paid time off for births, adoptions, and fostering.
• Paid Time Off. Outstanding time off benefits.
• Mentorship. Our office‑based culture fosters meaningful learning, growth, and mentorship for our team.