Senior Customer Success Architect — Construction Tech

ICON Technology; Austin (TX); On-site; USD 120,000 - 190,000; Full time

Job summary

ICON in Austin, TX is seeking a Senior Customer Success Manager to own relationships with Titan customers end-to-end, from onboarding through active project support. You’ll be the primary point of contact and ensure customers have what they need to succeed across a multi-stage journey.

You’ll help build scalable CS processes and tools, collaborate across Sales, Training, Design, Material Operations, Site Support, and Engineering Services, and leverage HubSpot to reflect account health and

Qualifications

• Bachelor's degree in Business, Operations, Engineering, Architecture or related field.
• 8+ years in customer-facing roles, account coordination, project coordination, or operations support.
• Exceptional organizational skills with multi-account/project tracking.
• Strong written and verbal communication and leadership updates for leadership.
• Proficiency with CRM/tools (HubSpot) and/or PM platforms (Asana, Monday.com, Jira, Notion).
• Ability to work cross-functionally in a fast-paced environment.
• Willingness to travel to customer locations for site scoping or on-site meetings.

Responsibilities

• Own relationships with Titan customers end-to-end from onboarding to active project execution.
• Coordinate cross-functional handoffs across Sales, Training, Design, Material Operations, Site Support, and Engineering.
• Ensure customer onboarding materials and information packages are completed accurately and on time.
• Proactively identify risks and keep projects on schedule through effective communication.
• Scale CS processes and tools, build dashboards, and maintain customer-facing assets.

Skills

Customer-facing experience

Communication skills

Cross-functional collaboration

Project coordination

Attention to detail

Education

Bachelor's degree in Business, Operations, Engineering, Architecture or related field

Tools

HubSpot

Asana

Monday.com

Jira

Notion

Job description

ICON in Austin, TX is seeking a Senior Customer Success Manager to own relationships with Titan customers end-to-end, from onboarding through active project support. You’ll be the primary point of contact and ensure customers have what they need to succeed across a multi-stage journey.

You’ll help build scalable CS processes and tools, collaborate across Sales, Training, Design, Material Operations, Site Support, and Engineering Services, and leverage HubSpot to reflect account health and