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Sr. Customer Success Manager

Join

Join

Customer Service, Sales & Business Development
Oakland, CA, USA · Remote
Posted on Tuesday, October 31, 2023

Mission

Join is seeking a data-oriented Sr. Customer Success Manager for our expanding team as we pursue the company’s vision of abundant, joyful buildings and infrastructure. A successful Sr. Customer Success Manager provides product and industry expertise and a forensic eye to data, ensuring Join customers and their projects are successful.

Summary

The Sr. Customer Success Manager partners with Account Owners on Join’s most significant growth customers to identify expansion opportunities and usage risks and ensure each customer exceeds their strategic goals established during the sales cycle. You’ll accomplish this by bringing deep product understanding blended with construction knowledge into every customer interaction and build strong customer relationships based on trust.

The Sr. Customer Success Manager will report to the Customer Success Director and will be a key member of a cross-functional Customer Success team. You will participate in post-sales customer interactions as a trusted advisor, providing insight into best practices and product recommendations borne out of industry experience, usage patterns, learnings from other customers, and strong product knowledge. You’ll actively work towards streamlining our customer experience in conjunction with the Customer Success and Sales teams based on customer feedback and data to nurture product adoption and account growth.

This role requires excellent verbal and written skills, a forensic approach to usage data and patterns, and strong attention to detail. You should enjoy rolling up your sleeves, have a positive “can-do” attitude, and be comfortable working alongside a dynamic team in a fast-paced, cross-functional environment.

Experience

  • 5+ years of as a data-oriented Customer Success Manager
  • 2+ years of experience working in the built environment or in construction technology. Ideally related to preconstruction
  • Hands-on experience with Totango or similar Customer Success platform
  • Demonstrable results in how usage data has impacted your accounts
  • Experience with HubSpot or a similar CRM system is a plus
  • Prior experience managing software implementations or delivering technical training

Responsibilities & Outcomes

RESPONSIBILITY

OUTCOME

DELIVERABLE

Intrinsically understand your customers, their projects and their usage patterns, how they’re progressing against benchmarks, and raise the flag when they aren't.

Reduce risk and customer and project churn.

Provide Account Owners with visibility into customer and project risk and deliver a proactive plan of action to mitigate.

Assist in account expansion with guidance from Account Owners.

Customers expand their knowledge and use of Join over time, leading to product mastery and Join advocacy.

Deliver high-impact activities that drive customer adoption and usage, and reinforce the value Join delivers towards their identified goals.

Partner with Customer Success teammates to develop repeatable processes and content that mitigates recurring customer challenges or highlights opportunities.

Best-in-class customer experience delivered with consistency across in the team

All members of the Customer Success team are trained and qualified to deliver high-impact activities in a consistent manner.

In-depth knowledge Joins core product offerings and how they are applied on construction projects.

Trusted by customers as a Join subject matter expert.

Ability to demo or train on Join or answer customer questions with confidence, including following up to ensure customers are moving forward. While leveraging Industry Specialists to fill any knowledge gaps.