Strategic Customer Success Manager – Construction ERP

The Access Group; United States; Hybrid; USD 70,000 - 80,000; Full time

Benefits offered by this job

PTO 22 days

Holidays 11

Health insurance

Dental insurance

Vision insurance

401(k) match

Job summary

The Access Group is seeking a Designated Customer Success Manager for Access COINS, its construction ERP platform, to manage a defined customer portfolio across North America. You’ll drive adoption, deliver measurable value, and grow strategic relationships with stakeholders from project managers to C-suite, collaborating across Sales, Renewals and Professional Services.

This AI-enabled role emphasizes business reviews, risk detection, and cross-functional problem solving.

Qualifications

• Minimum of 2 years managing customer portfolios in a technology or SaaS environment with measurable outcomes.
• Strong understanding of Customer Success methodologies and best practices.
• Familiarity with SaaS business models, health metrics, and retention drivers.
• Excellent written and verbal communication, able to engage with stakeholders at all levels.
• Strong organizational capability to manage multiple accounts and priorities.
• Analytical mindset to interpret customer data and health trends.
• Relationship-building skills that foster trust and engagement.
• Experience advocating for customers across an organization and driving cross-functional solutions.

Responsibilities

• Manage a named portfolio of COINS customers as the primary contact and trusted advisor.
• Deliver regular business reviews linking COINS capabilities to customer outcomes and expansion opportunities.
• Build multi-level stakeholder relationships from project managers to C-suite.
• Develop and execute customer success plans with adoption milestones and outcomes.
• Guide customers through feature optimization and upsell opportunities.
• Identify risks from health data and AI insights; plan mitigations with cross-functional teams.
• Own escalations end-to-end and coordinate cross-functional resolution.
• Partner with Renewals to align on risk signals and account strategies for retention.
• Translate customer feedback into insights for product and service improvements.
• Handle a high volume of interactions using AI tools to prioritize risk and opportunity.

Skills

CS methodologies

SaaS knowledge

Communication

Organization

Data analysis

Relationship building

Cross-functional

Executive engagement

Strategic advisory

Tools

Salesforce

Gainsight

Job description

The Access Group is seeking a Designated Customer Success Manager for Access COINS, its construction ERP platform, to manage a defined customer portfolio across North America. You’ll drive adoption, deliver measurable value, and grow strategic relationships with stakeholders from project managers to C-suite, collaborating across Sales, Renewals and Professional Services.

This AI-enabled role emphasizes business reviews, risk detection, and cross-functional problem solving.