Customer Success Manager

Franklin Fitch; Austin (TX); On-site; USD 110,000 - 160,000; Full time

Job summary

Franklin Fitch is helping a rapidly growing construction technology company hire a Customer Success Manager to own enterprise relationships across the United States. The role focuses on onboarding, adoption, and value realization for customers on active construction sites.

Ideal candidates bring construction experience and a track record of implementing technology with field-based users, coupled with strong stakeholder management.

Qualifications

• Construction experience is essential.
• Experience working with field-based users in construction projects.
• Ability to onboard and implement with enterprise customers.
• Excellent stakeholder management from executives to site staff.

Responsibilities

• Own enterprise customer relationships across the U.S.
• Lead onboarding and implementation.
• Drive adoption with field users.
• Build relationships with senior stakeholders and daily users.
• Develop change management strategies to enable adoption of new technology.
• Identify renewal and expansion opportunities.
• Feed customer insight back to Product and Engineering.
• Build scalable CS processes and playbooks.
• Visit customer sites as required.

Skills

Construction exp

Field users training

Stakeholder mgmt

Independent worker

Job description

I'm working with a rapidly growing construction technology company that is using AI and automation to change how large-scale construction projects are delivered.

They're now looking for a Customer Success Manager to join their growing U.S. team and take ownership of relationships with enterprise construction customers.

This is a particularly interesting opportunity for someone who understands construction and technology, rather than someone coming purely from a traditional SaaS Customer Success background.

The Role

You'll own the customer relationship from onboarding through adoption, working closely with construction companies to ensure they get real value from the platform.

A major part of the role will be getting technology adopted by people working on active construction sites, including project managers, site managers and foremen.

You'll also have the opportunity to build out customer success processes and playbooks as the U.S. function develops.

You'll be responsible for:

• Managing a portfolio of enterprise construction customers across the U.S.
• Leading onboarding and implementation
• Driving adoption with field-based construction users
• Building relationships with both senior stakeholders and people using the technology day-to-day
• Developing change management strategies to overcome resistance to new technology
• Identifying opportunities for renewal and expansion
• Feeding customer insight back into Product and Engineering
• Building scalable Customer Success processes and playbooks
• Visiting customer sites when required

What I'm Looking For

Construction experience is essential.

I'm particularly interested in people who have worked in one of the following:

• Construction
• Construction technology / ConTech
• Construction SaaS
• PropTech with a strong construction focus
• Field operations technology used by construction companies

You should also have:

• Experience in Customer Success, Account Management, Implementation or a closely related customer-facing role
• Experience working with non-technical, field-based users
• A genuine understanding of the challenges involved in getting construction teams to adopt new technology
• Strong stakeholder management skills, from executives through to operational users
• The ability to operate independently in an early-stage environment
• A practical, personable communication style and the ability to build credibility quickly

Why This Role?

• Founding Customer Success hire in the U.S.
• Significant autonomy and ownership
• Opportunity to shape the CS function from the ground up
• Work directly with enterprise construction customers
• Join a high-growth AI/construction technology businessCompetitive salary + equity