Senior Customer Success Manager
On-siteAustin, Texas, United States
Job Summary
Coordinate closely with the team to ensure every customer interaction, question, and request is handled promptly, professionally, and to the highest standard of customer experience. Serve as the primary point of contact for assigned customers, owning introductions, ongoing communications, and meeting cadences from onboarding through active project execution. Own the customer onboarding process end-to-end, ensuring agreements, intake materials, and information packages are completed accurately and on time. Proactively identify and resolve risks across the customer journey, such as contractual obligations, training, material orders, and site validations, to keep projects on schedule. Collaborate within the Customer Success team to organize internal cross-functional handoffs across Sales, Training, Design, Material Operations, Site Support, and Engineering Services for smooth transitions at each customer journey milestone.
Required Qualifications
- Bachelor's degree in Business, Operations, Engineering, Architecture or a related field
- 8+ years of experience in customer-facing roles, account coordination, project coordination, or operations support
- Exceptional organizational skills with a demonstrated ability to manage and track multiple concurrent accounts or projects without losing detail
- Strong written and verbal communication skills, able to synthesize complex, multi-stage operational information into clear, concise updates for leadership
- Proficiency with CRM tools (e.g., HubSpot) and/or project management platforms (e.g., Asana, Monday.com, Jira, Notion); ability to build and maintain structured tracking systems
- Ability to work cross-functionally and gather status updates from multiple teams in a fast-paced, dynamic environment
- High attention to detail and discipline around documentation, even when underlying processes are still being defined
- Self-starter mentality with the ability to identify what needs to be tracked and organized, even when the system doesn't yet exist
- Willingness to travel to customer locations for initial site scoping or on-site meetings
Desired Qualifications
- Experience supporting a customer success or account management function in a hardware, construction technology, or capital equipment environment
- Familiarity with the construction industry, including awareness of project lifecycle stages such as design, pre-construction, site prep, and build phases
- Experience working in early-stage or high-growth companies where processes are being built from the ground up
- Experience with Palantir Foundry, or comparable data and operations platforms, for building internal dashboards, trackers, and cross-team workflows
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