Customer Success Manager - Sydney, Australia

About the role:

As a Customer Success Manager at INGENIOUS.BUILD, you will play a crucial role in managing accounts, improving our products, implementing solutions, building client relationships, upselling, and conducting technical demos for our innovative products within the Architecture, Engineering, and Construction (AEC) industry. We are seeking a dynamic individual who is passionate about technology, has a deep understanding of the AEC industry, and possesses excellent communication and technical skills.

In this position, you will:

• Collaborate with both new and current INGENIOUS BUILD customers, offering guidance, configuration assistance, educational support, and comprehensive documentation to ensure sustained success with INGENIOUS BUILD
• Build and maintain strong relationships with our clients in the AEC industry, serving as their primary point of contact for product-related queries, concerns, and support
• Following internal processes to improve Customer's Health, Increase retention, and Risk Mitigation
• Conducting periodic business reviews to ensure customers are getting value from INGENIOUS BUILD
• Gain a deep understanding of INGENIOUS BUILD products, including their features and functions, and discern how they can effectively address challenges and generate solutions for your customers
• Identifying opportunities to expand product adoption and revenue growth within existing client accounts, and develop strategies to upsell additional features, modules, or services
• Bridging the gap between sales, product and customer support, collaboratively focusing on building customer loyalty to reduce churn
• Act as a Project Manager to coordinate amongst clients and INGENIOUS BUILD's teams

Skills and Experience:

• 3+ years of experience in a fast paced startup environment in a customer-facing role
• Experience working with complex, technical, multi-divisional, multi-geographical customers
• Strong leadership, organizational & communication skills
• Ability to create structure in ambiguous situations and design effective processes
• Passion for technology and for being a part of a fast-growing SaaS company
• Aptitude for virtual training sessions with clients
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing)
• Nice to Have: Practical Knowledge of Construction or Engineering
• Experience working with complex, technical, multi-divisional, and multi-geographical customers in the field of construction or engineering is a plus

What we Offer

• Unlimited PTO, and Paid Sick Leave
• Competitive salary based on skills, qualifications, and geographic location
• A work-from-home stipend of $500 during onboarding
• Opportunity to work with a dynamic and growing team
• A collaborative and inclusive work environment