Customer Success Manager

Intro

We are seeking a proactive and customer-centric Customer Success Manager (CSM) who will be responsible for driving customer adoption, retention, and growth. In addition to core CSM responsibilities, this role may also support inside sales activities, such as lead qualification, opportunity nurturing, proposal support, and upsell/cross-sell initiatives.

What will you do

Customer Success

• Serve as the primary point of contact for assigned customers, ensuring successful onboarding, training, and ongoing adoption of Screening Eagle solutions.
• Act as the first point of contact for customer support enquiries, coordinating issue resolution and maintaining customer communication throughout the process.
• Triage customer issues and escalate product defects or technical issues to the appropriate teams while ensuring timely follow-up and resolution.
• Build trusted advisor relationships, understanding customer goals, workflows, and use cases.
• Monitor customer health metrics, usage patterns, and renewal risks; implement proactive interventions.
• Conduct regular check-ins, QBRs, and product reviews with customers.
• Partner with Product and Engineering teams to communicate customer feedback and influence roadmap improvements.
• Coordinate customer renewals and support commercial discussions in partnership with the VP Business Development, ensuring timely contract continuation and addressing commercial and technical queries.
• Develop and maintain documentation, best practices, and success plans for customers.
• Coordinate customer onboarding and implementation activities with the Technical Solutions Consultant, Product and Engineering teams to ensure successful customer deployments.

Inside Sales (Potentially up to 20%)

• Qualify inbound leads and follow up with prospects to understand needs and potential fit.
• Support Sales Team with opportunity research, proposal preparation, and pricing coordination.
• Drive upsell and cross-sell initiatives within existing accounts in collaboration with the sales team.
• Maintain accurate CRM records for customer interactions, opportunities, and pipelines.
• Conduct product demos and introductory presentations for early-stage leads.
• Assist in coordinating marketing or sales campaigns targeting existing customers.

What do we expect

• Bachelor Degree in Business Administrative or similar.
• Strong communication, presentation, and interpersonal skills.
• Ability to manage multiple customer accounts and prioritize effectively.
• Experience with SaaS products or cloud-based technical solutions.
• Familiarity with CRM tools (e.g., HubSpot, Salesforce).
• Customer-first mindset with ability to translate customer needs into actionable plans.

Good to have

• 2 – 5 years of experience in Customer Success, Account Management, Inside Sales, or similar customer-facing roles.
• Experience in construction, inspection, NDT, or asset management industries.
• Technical understanding of software workflows, mobile applications, or cloud platforms.
• Ability to conduct basic product troubleshooting and escalate complex issues.
• Experience running product onboarding or training sessions.

We encourage you to apply even if you do not meet all of the above criteria.