Customer Success Manager

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.