Customer Success Manager

Job Description: Customer Success Manager

Salary: $90,000-$100,000

Location: USA (Remote in PST or MST) 

Preferred Locations: Denver, CO, Santa Barbara, CA, & Los Angeles, CA surrounding areas

*If hired in Denver, candidate will be expected to come to the office 2 times/week

Benefits:

• Flexible PTO
• Company subsidized medical, dental, and vision plans
  • There is a 100% paid employee only option!
• 401(k) Plan
• 11 Paid Holidays
• Paid Parental Leave
• Employee Stock Options
• Up-skill training opportunities, coaching, and training
• At least 1 annual get together with the whole US team (usually around the holidays)

—------------------------------------------------------------------------------------------------------------

About Us:

We're a mission-led cloud-based construction tech startup. Sean McCreanor (co-founder and CEO) started Assignar in 2014 after experiencing the painful lack of offerings available to him as a contractor to run his own business operations. Cut to present and Assignar works with hundreds of customers, ranging from multinational, multi-billion-dollar companies to specialist contractors.

We’ve found product-market fit: Assignar is an all-in-one platform, now leading the way in digital construction operations built for contractors. We enable teams to have real-time visibility on jobsites to successfully schedule the right workers to the right projects, track equipment efficiently, and make well-informed, data-driven decisions for future projects. 

We have a talented and diverse global team. Assignar was born in Australia and is now headquartered in Denver, Colorado, with team members all over Australia, the United States, and Colombia today.

Mission, Vision, & Values:

Mission

Our mission is to empower the builders of the world’s infrastructure with technology and innovation that supports building stronger, safer, and more sustainably. 

Vision

Our vision is to be the source of truth for construction operations data, globally. 

Values

Creating our company values was a true team effort; employees had the opportunity to vote on these and participate in a values workshop to hone in on the behaviors that align with each value. Our goal is to have these be our guiding principles and that they'll be incorporated into our everyday lives at Assignar.

• Do what’s right. Even if it’s hard or uncomfortable. 
• Customers are our why. They’re our blueprint for success.
• Grow with purpose. Intentionally, collectively, and for our industry. 
• One team. We win as a team, learn as a team.

About You:

That’s enough about us. Let’s chat about you! To enable us on our growth trajectory, we’re searching for a Customer Success Manager to partner with our strategic customers post-sale to build long term partnerships, drive adoption and ensure customer satisfaction, growth and retention. To be successful in this role, you should be a strategic thinker and problem-solver with exceptional influence and communication skills, capable of building trust with clients and driving outcomes that maximize customer satisfaction, retention, and expansion/growth opportunities.

• 2–5 years of experience in B2B SaaS customer success, account management, consulting, or sales, managing accounts up to $100k ARR
• Exceptional verbal and written communication, with strong persuasion and presentation skills, and the ability to influence and communicate effectively across all levels of an organization.
• Proven ability to build, nurture, and maintain strong stakeholder relationships, fostering trust and collaboration.
• Demonstrated expertise in developing and executing strategies to drive adoption and maximize the value of technology solutions.
• Excellent active listening skills, with a knack for understanding customer pain points and translating them into actionable solutions.
• Proactive time management skills, with meticulous attention to detail and a track record of consistently delivering on key outcomes.
• Record of successfully negotiating renewals and contract terms, leveraging strong sales and relationship-building skills.
• Basic understanding of customer integration concepts, including Single Sign-On (SSO), APIs, and feature customization.
• Ability to adapt in a fast-paced, start-up environment, coupled with an interest in developing scalable and sustainable processes.
• Familiarity with systems such as Salesforce, Zendesk, Confluence, Salesloft, G-suite, and similar systems.
• Experience in the ConTech and/or AEC field, with an understanding of their unique challenges and opportunities.

• A background in leveraging data and analytics tools to inform and execute strategies that encourage product adoption and customer success.
• A proven ability to innovate and develop creative solutions for customer needs, while effectively advocating for their interests within the business.

• Proactively own and manage the success of a portfolio of customers, including managing the annual renewal process for all assigned customers.
• Become an expert on the Assignar platform and the construction industry, leveraging this knowledge to support customer success and provide meaningful insights.
• Build and maintain trusted advisor relationships across all levels of the customer’s organization, fostering long-term partnerships.
• Deliver ongoing value through regular Success Reviews, ensuring customers meet their objectives by meeting with them two to three times per year.
• Develop and execute tailored action plans for each customer, ensuring their specific goals are met and exceeded.
• Increase customer adoption, retention, and advocacy by delivering measurable value and enhancing their Assignar experience.
• Communicate Assignar’s vision, strategy, and “best-practice” recommendations, helping customers align their goals with optimal platform use.
• Provide targeted training for key accounts to address recurring issues, enabling customers to maximize their platform usage.
• Create a customer feedback loop with Product Management to surface customer requests and help translate customer feedback into product improvements.
• Partner with marketing to develop customer stories and media opportunities, showcasing success through case studies and online reviews.
• Keep systems of records up to date with client notes and current status.
• Occasionally travel to visit clients.
• Attend and participate in all internal team meetings.

What Success Looks Like:

In the first month, you will go through extensive systems, processes and product training, gaining a deep understanding of Assignar’s features and functionality. You will shadow customer and pre-sales calls to learn how we engage with clients and address their needs effectively. Ideally, you will start to feel confident and prepared to communicate the value of Assignar to your key account customers, setting the stage for meaningful customer interactions.

Who You’ll Work With:

• Billy Bishop, Team Lead, CS (NAM)
• Laurie Lowe, VP of Client Services
• US and AUS CS Team
• Sales, Implementation, Marketing, and Product Teams
• Our Customers!

Next Steps:

Have we got your interest? Our recruitment process is:

• Submit your application via the Breezy link
• Interview with Billy Bishop (Team Lead, Customer Success)
• Interview with Laurie Lowe (VP of Client Services) 
• Culture interview with our People & Culture team

*We value equity, inclusion, belonging, and diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, national origin, or any other applicable legally protected characteristic. Also - if you feel like you don't meet all the criteria above, please apply anyway! We don't want that to get in the way of meeting you.