Technical Customer Success Manager

Role

As a Technical Customer Success Manager, you will serve as a strategic partner to our customers, helping them unlock the full value of our platform. You’ll own the customer experience end-to-end—guiding users through onboarding, driving adoption, and supporting long-term retention and growth. Success in this role requires combining deep construction scheduling expertise with excellent customer relationship skills.

This is a highly technical position that requires hands-on experience with CPM scheduling software and a solid understanding of construction project management workflows. You’ll work closely with customers to refine their scheduling processes, lead pilot projects and proof-of-concepts (POCs) and offer strategic guidance on best practices.

You’ll also collaborate closely with sales, product, and engineering teams, ensuring customer feedback directly informs product enhancements and new features.

Key Responsibilities

• Customer Onboarding & Adoption: Lead hands-on onboarding sessions and ensure customers are set up for long-term success from day one.
• Relationship Management: Build and maintain strong relationships with key stakeholders to promote engagement and retention.
• Technical Training & Guidance: Provide expert support on construction scheduling best practices, especially for teams transitioning from tools like Oracle Primavera P6 or Microsoft Project.
• Pilot & POC Leadership: Manage and support customer pilots and POCs, helping organizations evaluate and realize the platform’s value.
• Retention & Expansion: Identify upsell and cross-sell opportunities and partner with sales to drive account growth.
• Customer Advocacy: Act as the customer’s voice, communicating insights and feature requests to product and engineering.
• Support & Troubleshooting: Assist customers with technical challenges and coordinate with internal teams to ensure fast resolution.
• Data-Driven Oversight: Monitor customer usage and engagement data to proactively surface risks and opportunities for optimization.

What We're Looking For

• 5 years of experience in construction project management (PM, Superintendent, or Project Engineer roles).
• Deep knowledge of CPM scheduling and construction workflows.
• Hands-on experience with CPM scheduling tools such as Oracle Primavera P6, Microsoft Project, or similar platforms.
• Experience with data center construction (preferred).
• Track record of driving customer satisfaction, retention, and account expansion.
• Experience managing customer pilots and POCs.
• Strong troubleshooting skills with the ability to provide clear, actionable technical solutions.
• Bachelor’s degree in Construction Management or Civil Engineering, or equivalent experience.
• Excellent written and verbal communication skills with the ability to simplify complex concepts.
• Strong relationship-building skills across both technical and non-technical audiences.
• Ability to work independently in a remote environment while collaborating effectively with cross-functional teams.
• Willingness to travel up to 30%.

Compensation

$125,000–$140,000 per year