Construction Technology Manager (Customer Success Manager)

ForSitePro is the intelligent ConstructionTech platform that empowers facility owners to plan, budget, and run their capital programs & projects more efficiently. By providing project and finance management teams with holistic portfolio data and insights, ForSitePro streamlines capital projects oversight while enhancing decision making and effectiveness. Our commitment is to deliver intuitive, scalable, and versatile tools that empower our clients to achieve greater efficiency and success. Our team is driven by a shared vision of creativity, excellence, and a relentless focus on customer needs.

The Role You'll Play:

Step into the vibrant role of Customer Success Manager at ForSitePro, where your journey will not just be about managing and supporting customers, but truly transforming the customer experience. In this dynamic and individual contributor role, you will become the backbone of our Customer Success strategy, working hand in hand with a diverse array of internal teams such as sales, marketing, product, and engineering. Your mission is vital: to cultivate deep customer satisfaction and stimulate growth across our platform by employing strategic initiatives tailored to our customers’ unique needs and challenges.

This role calls for an innovative mindset and a steadfast dedication to excellence. You will be pivotal in identifying opportunities for our clients to maximize their use of ForSitePro, guiding them through a journey from initial activation to long-term success. By understanding and addressing customer challenges proactively, you will ensure that ForSitePro remains synonymous with customer empowerment and satisfaction in the ConstructionTech landscape.

What You'll Achieve:

As the CSM at ForSitePro, you’ll guide users through a seamless activation and conversion experience where your efforts will shape them into not just customers, but passionate advocates for our innovative solutions. Your leadership will be instrumental in crafting and maintaining an intuitive, self-serve knowledge base and dynamic video content, empowering users to maximize their use of ForSitePro effortlessly. Your direct impact on key metrics such as Net Revenue Retention and Net Promoter Score will not only drive ForSitePro's growth but also redefine what it means to exceed customer expectations in the ConstructionTech ecosystem, making every customer journey a testament to our commitment and innovation.

Examples of Essential Functions & Contributions:

• Cultivate customer relationships and deliver exceptional support. Build and sustain strong relationships with both trial and existing customers by becoming their trusted advisor and primary point of support. Address their needs and inquiries with efficiency, precision, and empathy, enhancing their overall experience and satisfaction.
• Be a strategic advisor to your customers. Craft and execute tailored success plans for your clients, leveraging both individualized and scalable, one-to-many strategies to optimize reach and impact. Strategically plan sessions to pinpoint and address potential roadblocks, guiding customers in harnessing the full potential of ForSitePro for enhanced project and capital program management.
• Drive user and customer growth while elevating onboarding experiences. Implement strategies that not only drive user activation and customer conversion but also guide users through a seamless and engaging onboarding experience from initial exploration to activation, ensuring a smooth transition to paid customers and maximizing platform adoption and usage.
• Educate and empower our customers with knowledge. Design and lead training and educational sessions, webinars, and develop an extensive, easy-to-understand knowledge base complemented by engaging, informative video content.
• Serve as the voice of the customer and leverage feedback for continuous improvement. Develop a comprehensive understanding of customer needs, sharing feedback and insights with sales, marketing, product, and engineering teams. Translate customer feedback into actionable strategies that guide the evolution of our platform and services, ensuring our solutions evolve in alignment with customer expectations and industry trends.
• Become a domain expert and innovate processes and tools. Maintain a keen understanding of ConstructionTech trends and industry challenges, leveraging this insight to support our clients better and position ForSitePro as their partner of choice. Innovate and refine processes and tools to enhance efficiency and impact, setting new benchmarks for client engagement within our sector.
• Drive performance metrics and champion customer advocacy. Play a key role in driving critical Customer Success metrics such as Customer Satisfaction (CSAT), Net Revenue Retention (NRR), Mean Time to Value (MTTV), and the team's Net Promoter Score (NPS). Employ targeted strategies to optimize these outcomes, fostering an environment focused on customer advocacy and loyalty and fueling ForSitePro’s growth.

Minimum Qualifications & Experience:

Experience:

3 or more years of experience in a customer-facing, solution-oriented role in SaaS, preferably in Customer Success or Account Management. Experience in the Construction Technology industry is strongly recommended.

Education/Training/Certification:

Bachelor’s degree in a related field. Training, coursework, or certification in project or construction management and software project management is desirable.

Knowledge/Skills/Abilities:

• Relationship-builder, capable of fostering strong connections through our products and services, demonstrating the ability to navigate and leverage our comprehensive solutions for maximum client benefit.
• Strategic advisory expertise, with a record of acting as a trusted advisor to customers by conducting impactful quarterly business reviews, crafting insightful success plans, and engaging in other meaningful Customer Success activities that drive long-term value and reinforce strong business relationships.
• Customer-centric mindset, fueled by a relentless curiosity and determination to solve client challenges, while welcoming feedback for continuous personal and product improvement.
• Proficient in analyzing customer feedback, with a keen ability to interpret both qualitative and quantitative data to tailor customer experiences and drive satisfaction.
• Understanding of customer journey mapping, skilled in identifying critical touchpoints and opportunities for engagement to enhance the customer lifecycle.
• Acquainted with CRM and Support Tools, such as Salesforce, Intercom, or similar platforms, to manage customer relationships, track interactions, and resolve issues efficiently.
• Insightful about Customer Success metrics, with the ability to interpret data, devise strategies, and take action to improve Customer Satisfaction, Net Promoter Score, Time to Value, Activation Rate, Conversion Rate, and Churn Rate performance.
• Skilled in content creation, capable of developing helpful, concise, and informative guides, tutorials, and video content that empower users to fully utilize ForSitePro.
• Eager for continuous learning and development, with a willingness to embrace new challenges, adapt to changing customer needs, and contribute innovative ideas to enhance the Customer Success function.
• Strategic prioritization skills, adept at balancing immediate customer needs with long-term success strategies, making informed decisions that align with ForSitePro's objectives and customer expectations.
• Versatile team player, comfortable collaborating across departments to advocate for customer needs and contribute to the collective success of ForSitePro.

Special Requirements:

• This role is a remote position, but must be located in PST, MST, or CST time zones.
• Ability to travel to prospective client and Company locations to conduct business.

Please visit our website at https://forsitepro.com/

Job Type: Full-time

Pay: $70,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Vision insurance
• Work from home

Compensation package:

• Stock options

Schedule:

• 8 hour shift

Experience:

• SaaS: 3 years (Preferred)
• Customer Success or Account Management: 3 years (Required)
• Construction technology: 3 years (Preferred)

Work Location: Remote