Customer Success Manager, Construction Software

Mortarlink; Clearwater (FL); On-site; USD 60,000 - 90,000; Full time

Job summary

Mortarlink is seeking a customer onboarding specialist to bring new customers live and ensure adoption across their teams. You will onboard from kickoff to go-live, train office staff and field crews, and own a book of accounts to grow engagement and satisfaction.

You'll translate customer feedback into product improvements and contribute to refining our onboarding playbooks as we scale the customer team.

Qualifications

• Experience explaining complex concepts clearly to non-technical users.
• Strong organizational skills and ability to juggle multiple customers.
• Willingness to grow with the company and take ownership of processes.

Responsibilities

• Onboard new customers from kickoff to go-live.
• Train office staff, PMs, and field crews on the platform.
• Own a group of accounts, keep them active, happy, and growing.
• Convert customer feedback into product improvements for the team.
• Help build and refine onboarding playbooks.

Skills

Construction background

SaaS onboarding

Job description

Company Description

Subcontractors are the backbone of construction, and most of them are still running their business on spreadsheets, whiteboards, and phone calls. Mortarlink changes that. Our mobile-first platform, with AI built in from the ground up, puts bids, scheduling, crew coordination, time tracking, and accounting in one place, built for how work actually gets done in the field. Customers get up and running fast, their crews actually use it, and they run tighter, more profitable jobs. We're growing quickly and building something subcontractors genuinely love.

What you'll do

You'll be the person who gets new customers live and makes sure their teams actually use Mortarlink day to day.

• Run onboarding for new customers, from kickoff to go-live
• Train office staff, PMs, and field crews on the platform
• Own a group of accounts and keep them active, happy, and growing
• Turn what you hear from customers into product feedback for our team
• Help build and refine our onboarding playbook

Your first 90 days

• Day 30: You know the product inside out and have run your first onboardings
• Day 60: You're leading onboardings on your own
• Day 90: You own a book of accounts and are shaping how we onboard going forward

Who we're looking for

We're open to two kinds of backgrounds:

• Construction people. If you've worked as a PM, foreman, superintendent, estimator, or office manager at a sub or GC and you're comfortable with software, we want to hear from you. No SaaS experience required. You already speak our customers' language.
• SaaS onboarding or CS pros. If you've onboarded and supported B2B software customers and you're excited to learn construction, you'll fit right in.

Either way, you:

• Explain things clearly to people who'd rather be on the jobsite than in a training session
• Stay organized while juggling several customers at once
• Are comfortable with change and figuring things out without a manual
• Grow with the company. We're scaling fast, and that means real room to move up. As the customer team expands, the people who help build it will be the ones leading it.
• Bonus opportunity tied to customer activation and retention
• A team you'll actually like working with. We're a down-to-earth, collaborative group that works hard, keeps things light, and has each other's backs. No ego, no politics, just good people building something together.
• Real ownership. Your ideas shape the product and how we serve customers