Senior Customer Success & Operations Lead

Industrious Ventures; Austin (TX); On-site; USD 110,000 - 150,000; Full time

Job summary

ICON is seeking a Senior Customer Success Manager to own end-to-end relationships with Titan customers, from onboarding to active project support, based at the Austin, TX campus. You will serve as primary contact and drive cross-functional handoffs across Sales, Training, Design, and Operations to ensure successful project delivery.

You will help build scalable CS processes, tools, and dashboards, leveraging AI to organize data and generate insights for leadership.

Qualifications

• Bachelor's degree or higher required in Business, Operations, Engineering, Architecture or related field.
• Excellent organizational skills and ability to track multiple accounts or projects.
• Strong written and verbal communication skills.
• Ability to work cross-functionally in a fast-paced environment.
• Self-starter mentality and proactive in identifying what needs to be tracked.

Responsibilities

• Own customer relationships end-to-end from onboarding through active project support.
• Coordinate cross-functional handoffs across Sales, Training, Design, Material Operations, Site Support, and Engineering Services.
• Develop processes, SOPs, and tools to scale the Customer Success function.
• Proactively identify risks in the customer journey and drive timely resolutions.

Job description

ICON is seeking a Senior Customer Success Manager to own end-to-end relationships with Titan customers, from onboarding to active project support, based at the Austin, TX campus. You will serve as primary contact and drive cross-functional handoffs across Sales, Training, Design, and Operations to ensure successful project delivery.

You will help build scalable CS processes, tools, and dashboards, leveraging AI to organize data and generate insights for leadership.