Customer Success Manager

What You’ll Do

• Own a book of Pirros B2B SaaS customers as their main post-sale point of contact
• Lead Pirros onboarding, training, deployment, and ongoing adoption
• Build strong customer relationships and understand each account’s goals, workflows, and success criteria
• Monitor Pirros account health using usage data, customer feedback, engagement, and support trends
• Identify churn risk early and create clear action plans to improve adoption and satisfaction
• Drive proactive customer touchpoints, check-ins, business reviews, and adoption campaigns
• Partner with Sales to support renewals, expansion opportunities, and long-term account growth
• Work with Product, Support, and Engineering to resolve customer issues, bugs, and escalations
• Translate customer feedback into clear internal signal for Product and leadership
• Help customers understand new Pirros features, best practices, and ways to get more value from the platform
• Turn happy customers into advocates, references, case studies, and promoters

What You’ll Own

• Customer retention and account health — Pirros customers renew because they are engaged and seeing value
• Onboarding and adoption — customers are trained, activated, and using Pirros successfully
• Risk management — risks are identified early, escalated appropriately, and resolved with urgency
• Expansion signal — opportunities for growth are surfaced and shared with Sales
• Customer feedback loop — Product and leadership understand what Pirros customers need, love, and struggle with
• Customer advocacy — satisfied customers become long-term Pirros champions

What We’re Looking For

• 3+ years of experience in B2B SaaS Customer Success, Account Management, Implementation, or another customer-facing role
• Proven ability to manage customer relationships across onboarding, adoption, retention, and expansion
• Strong communication skills, both written and verbal
• Highly organized and detail-oriented, with the ability to manage multiple accounts and priorities at once
• Strong problem-solving and de-escalation skills
• Customer-focused, empathetic, and commercially minded
• Comfortable using data to understand product usage, account health, and adoption trends
• Self-starter who thrives in a fast-paced startup environment
• Strong sense of urgency and ownership
• Comfortable working cross-functionally with Sales, Product, Support, Engineering, and leadership

Nice to Have

• Experience with architecture, engineering, construction, BIM, Revit, or AEC customers
• Experience managing renewals, QBRs, onboarding programs, or customer health scoring
• Familiarity with tools like HubSpot, Salesforce, Intercom, Zendesk, Gainsight, Vitally, ChurnZero, Pendo, or product analytics dashboards
• Experience building customer playbooks, adoption campaigns, training materials, or CS processes from scratch