What are the responsibilities and job description for the Customer Success Manager position at Cumulus?
About Cumulus
Cumulus is a Quality Management System (QMS) that ensures critical construction and maintenance activities are done right the first time, every time. By integrating AI-powered workflows and connected IoT devices, the Cumulus QMS improves the productivity and quality of critical work, such as bolt tightening, welding, and pressure testing.
To date, Cumulus has been used to manage over 7,000,0000 work completions across industries such as energy, construction, manufacturing, semiconductors, data centers, transportation, chemicals, renewables, and more. In addition to improving safety and sustainability, our technology also has been proven to reduce costs for quality control and data review by over 60%.
Cumulus’s transformative technology has been widely recognized in the industry, including the following awards and honors:
- 2023 BuiltWorlds Americas Summit Demo Day Winner for Cumulus AI
- 2022 BuiltWorlds Maverick Awards winner for Cumulus CEO Matthew Kleiman
- 2021 BuiltWorlds Smart Jobsites 50 Leader List
- 2020 IoT Breakthrough “IoT Startup of the Year” award
- 2019 CNBC Upstart 100 list
Cumulus is headquartered in Newton, Massachusetts, with additional offices in Houston, Texas, and Kuala Lumpur, Malaysia, and serves customers across the globe.
The Customer Success Manager acts as a trusted advisor, driving user adoption and ongoing value realization while proactively managing health metrics, training, and stakeholder alignment. This role owns retention and growth targets, drives renewals and expansions, and builds advocacy by fostering strong relationships, capturing feedback, and collaborating cross-functionally to influence product and strategy.
A strong background in the data center construction and modularization sector is preferred, enabling you to apply industry expertise to understand customer needs, lead strategic conversations, and drive adoption and best-practice alignment throughout the customer journey.
Customer Value & Adoption
- Serve as a trusted advisor and advocate throughout the customer journey.
- Ensure stakeholder alignment by engaging executive sponsors, champions, and end users.
- Partner with Professional Services during onboarding to set customers up for long-term success.
- Execute the defined customer engagement cadence.
- Monitor customer health and usage metrics to proactively identify risks and opportunities.
- Lead training sessions, product updates, and workflow optimization discussions.
- Build success plans and value realization roadmaps tailored to customer goals.
Renewals & Growth
- Own retention and expansion targets within your customer portfolio.
- Proactively work with customers to solve problems, optimize workflows, and identify additional features or solutions that could add value.
- Identify upsell and cross-sell opportunities and collaborate with sales on execution.
- Prepare and deliver quarterly and annual business reviews with customers.
- Maintain accurate account records, forecasts, and engagement history in the CRM.
Advocacy & Feedback
- Develop strong relationships that drive customer advocacy, including case studies, testimonials, and advisory boards.
- Gather and document customer feedback to influence product roadmap and company strategy.
- Collaborate cross-functionally with Product, Support, and Marketing to represent the voice of the customer.
Requirements
- 5 years of customer success, account management, or consultative experience in a SaaS or technology company.
- Proven track record of driving renewals, adoption, and customer satisfaction.
- Excellent written, verbal, and presentation skills.
- Proficiency in CRM tools (e.g., HubSpot, Salesforce) and customer success platforms (e.g. Rocketlane, Zendesk).
- Ability to build trusted relationships with both executive stakeholders and end users.
- Willingness to travel up to ~25% for key meetings, business reviews, and events.
- Experience supporting enterprise/industrial customers is a plus, but not required.
Location
- Hybrid role with preference given to candidates in Houston. Cumulus Houston office is located at 9821 Whithorn Dr, Houston, TX 77095.
Benefits:
- Competitive salaries and sales commissions.
- Participation in our equity incentive plan.
- Unlimited paid time off.
- Commuter benefits for public transportation.
- Health and dental insurance.
- Flexible Spending Account.
- Retirement benefits account.
