# Customer Success Manager

**Company:** [Pirros](https://hotfix.jobs/companies/pirros)
**Location:** Los Angeles, CA
**Role:** Customer Success
**Experience:** 3+ years
**Skills:** HubSpot, Salesforce, Intercom, Zendesk, Gainsight, Vitally, Churnzero, Pendo, Bim, Revit
**Posted:** 2026-06-10

> Own post-sale customer relationships for a B2B SaaS platform serving architecture and engineering firms. Drive onboarding, adoption, retention, and expansion while acting as the primary customer advocate.

## Job Description

## 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

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