Customer Success Manager
Own post-sale customer relationships, drive onboarding and project execution, triage support issues, and partner with sales and engineering on growth and feedback for a geospatial platform.
About the job
What you'll do
- Own customer relationships post-sale. Be the day-to-day point of contact and trusted thought partner to our customers.
- Drive onboarding and time to value. Lead kickoff, setup, training, and the path to the first successful production project.
- Run customer projects and programs. Manage calls, action items, timelines, stakeholders, and follow-ups across customer teams.
- Triage and coordinate support. Reproduce product issues, communicate clearly, and drive resolution with Engineering.
- Support account growth. Find growth signals (new projects, teams, use cases) and partner with Sales to convert them.
- Be the voice of the customer internally. Collect and convert feedback into clear themes and actionable requests for the engineering team.
In a given week, you might
- Run onboarding / kickoff and get a new customer set up on the Mach9 platform.
- Review active projects, unblock issues, and align next steps with project managers.
- Create a presentation showing project outcomes and ROI for a customer's internal stakeholders.
- Triage a support ticket, reproduce it, and coordinate an Engineering fix while keeping the customer updated.
- Travel onsite to accelerate onboarding with a production team (as needed).
- Proactively reach out to an account whose usage has dropped to re-engage them.
You may be a right fit if you
- Have project management instincts: you’re organized, responsive, and relentless about follow-through.
- Build relationships easily across diverse stakeholders, from field crews to executives, and adapt your style naturally.
- Communicate clearly with technical and non-technical audiences.
- Know when to solve, escalate, or reset expectations.
- Can manage multiple accounts and priorities without heavy oversight.
- Care deeply about customers succeeding on real work, not just closing tickets.
- Are comfortable creating clear written updates and presentations.
- Are comfortable with tools like Google Workspace, Notion, and Pylon.
- Are willing to travel ~25% (approximately one week per month).
Nice to have
- Experience in AEC, surveying, infrastructure, or geospatial workflows.
- Prior Customer Success, Implementation, Solutions, or Project Management experience.
- Familiarity with HubSpot.
- SQL or basic data fluency for pulling reports and analyzing usage.
Skills
Google Workspace, Notion, Pylon, HubSpot, SQL
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