The Customer Success Manager will develop trusted relationships with clients, oversee training, resolve inquiries, and drive engagement with Touchplan, while traveling to client sites as needed.
Position Title: Customer Success Manager
Location: Remote/Home Office (Central or Mountain Time Zone Preferred)
About MOCA Systems, Inc.
MOCA Systems, Inc. (MSI) is a leading software and services provider for the Architecture, Engineering, and Construction industry. MSI delivers innovative solutions to Owners, Engineers, Architects, and Contractors working on some of the world’s largest, most complex construction projects. A profitable firm with offices across the United States and partners around the globe, MSI’s services and technology offerings ensure that projects are delivered on time and on budget and fulfill all Owner expectations. To learn more, visit mocasystems.com.
Position Summary
We are seeking a Customer Success Manager (individual contributor) to join our team. The Customer Success team focuses on ensuring our clients maximize value in planning their construction projects using Touchplan®, as well as building engagement with the platform. Being part of this team will give you the opportunity to help build the Touchplan® customer base, help shape the Touchplan® product, and impact the construction industry through the support of construction project delivery. If you are looking for a job where you’ll be working on a dynamic team that’s driving explosive growth and delighting customers at the same time, this is the right place for you!
Essential Functions:
Our Solutions:
Touchplan®
Touchplan is the premier software offering of MOCA Systems, Inc. used on the most projects, by the most users, to optimize the largest construction volume, Touchplan is the number one production planning and analytics platform. The real-time, cloud-based solution uses the collaborative foundation of the Last Planner System® to prevent schedule and budget slippage. It also provides Owners and Contractors the instant insights they need to track progress and anticipate problems on projects. To learn more, visit touchplan.io.
MOCA Services
MOCA Services is a full-service provider for Owners in the design and construction industry. Our battle-tested programs help clients make their projects successful from project ideation, through construction, and to occupancy. MOCA Services is relationship-focused and provides solutions for on time, on budget, and on scope delivery of large, complex, and socially important projects. To learn more, visit mocaservices.com.
Equal Opportunity Employer Statement:
MOCA Systems, Inc. (“MSI”) is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of any kind: MSI is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at MSI are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, veteran, disability, or any other status protected by the laws or regulations in the locations where we operate. MSI will not tolerate discrimination or harassment based on any of these characteristics. MSI encourages applicants of all ages.
Location: Remote/Home Office (Central or Mountain Time Zone Preferred)
About MOCA Systems, Inc.
MOCA Systems, Inc. (MSI) is a leading software and services provider for the Architecture, Engineering, and Construction industry. MSI delivers innovative solutions to Owners, Engineers, Architects, and Contractors working on some of the world’s largest, most complex construction projects. A profitable firm with offices across the United States and partners around the globe, MSI’s services and technology offerings ensure that projects are delivered on time and on budget and fulfill all Owner expectations. To learn more, visit mocasystems.com.
Position Summary
We are seeking a Customer Success Manager (individual contributor) to join our team. The Customer Success team focuses on ensuring our clients maximize value in planning their construction projects using Touchplan®, as well as building engagement with the platform. Being part of this team will give you the opportunity to help build the Touchplan® customer base, help shape the Touchplan® product, and impact the construction industry through the support of construction project delivery. If you are looking for a job where you’ll be working on a dynamic team that’s driving explosive growth and delighting customers at the same time, this is the right place for you!
Essential Functions:
- Develop a trusted advisor / consultative relationship with clients, such that all activities
are closely aligned with the success of their construction project(s) in Touchplan®
- Launch construction projects and oversee client training / adoption of best practices, constantly building incremental value and return on the client’s investment
- Work with calm professionalism, quick execution and a sense of urgency to uphold our
reputation for excellent customer service
- Work to resolve all product and project-related questions efficiently and effectively manage client expectations, assess needs and determine levels of adoption of the
Touchplan platform across client project teams
- Drive increased engagement for new and existing clients
- Consistently monitor and track client work on our CS platforms
- Help specify, outline and advocate for UI/UX improvements based on customer
feedback
- Identify and strategize how the team can increase renewals, promote expansion, and keep churn to zero
- 10-15% travel as required to client sites or MSI facilities for meetings or other customer-facing activities
- Regular Work Schedule: Mon. thru Fri. 8:30am until 5:30pm (Central or Mountain Time Zone)
- Bachelor’s degree from an accredited university or college or equivalent experience
- 2+ years of customer success or account management experience in the software industry with a track record of building trusted-advisor relationships with multiple clients
- Excellent organizational, project management, consultative and time management skills
- Passion for working on a small, dedicated, agile and determined team
- Strong written and oral presentation skills, as well as active listening skills
- Solid sense of empathy for clients, as well as a passion for revenue growth
- Construction management, architecture, engineering or project controls experience
- Experience with Lean Construction and the Last Planner system
Our Solutions:
Touchplan®
Touchplan is the premier software offering of MOCA Systems, Inc. used on the most projects, by the most users, to optimize the largest construction volume, Touchplan is the number one production planning and analytics platform. The real-time, cloud-based solution uses the collaborative foundation of the Last Planner System® to prevent schedule and budget slippage. It also provides Owners and Contractors the instant insights they need to track progress and anticipate problems on projects. To learn more, visit touchplan.io.
MOCA Services
MOCA Services is a full-service provider for Owners in the design and construction industry. Our battle-tested programs help clients make their projects successful from project ideation, through construction, and to occupancy. MOCA Services is relationship-focused and provides solutions for on time, on budget, and on scope delivery of large, complex, and socially important projects. To learn more, visit mocaservices.com.
Equal Opportunity Employer Statement:
MOCA Systems, Inc. (“MSI”) is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of any kind: MSI is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at MSI are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, veteran, disability, or any other status protected by the laws or regulations in the locations where we operate. MSI will not tolerate discrimination or harassment based on any of these characteristics. MSI encourages applicants of all ages.
Top Skills
Touchplan
MOCA Services Boston, Massachusetts, USA Office
50 Congress St, Boston, MA , United States, 02109
Similar Jobs
Healthtech • Software
As a Customer Success Manager at AcuityMD, you'll drive user adoption, manage client relationships, lead business reviews, and collaborate on growth strategies for enterprise accounts in the medical technology space.
Top Skills:
SQL
Artificial Intelligence • Healthtech • Machine Learning • Natural Language Processing • Real Estate
The Scaled Customer Success Manager will manage a high volume of accounts using data-driven strategies and tools to optimize customer engagement, retention, and satisfaction.
Top Skills:
GongPlanhatSalesforceZendesk
Artificial Intelligence • Healthtech • Machine Learning • Natural Language Processing • Real Estate
The incumbent will manage customer relationships, ensuring satisfaction and guiding users on EliseAI products while addressing technical issues and strategizing with sales for client success.
Top Skills:
AISaaS
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
