What are the responsibilities and job description for the Customer Success Manager position at Mach9?
The role
Join us as our Customer Success Manager and guide customers from first project to long-term partner.
You’ll own the Digital Surveyor post-sale experience for a portfolio of customers. Your goal is to get customers live on production work fast, keep projects moving, and grow usage over time. You’ll run onboarding, manage project execution, triage support issues, and partner with sales and engineering on renewals, expansions, and product feedback. As an early customer success team member, you’ll also have an opportunity to define the playbooks, templates, and processes that scale Customer Success at Mach9.
What You'll Do
Join us as our Customer Success Manager and guide customers from first project to long-term partner.
You’ll own the Digital Surveyor post-sale experience for a portfolio of customers. Your goal is to get customers live on production work fast, keep projects moving, and grow usage over time. You’ll run onboarding, manage project execution, triage support issues, and partner with sales and engineering on renewals, expansions, and product feedback. As an early customer success team member, you’ll also have an opportunity to define the playbooks, templates, and processes that scale Customer Success at Mach9.
What You'll Do
- Own customer relationships post-sale. Be the day-to-day point of contact and trusted thought partner to our customers.
- Drive onboarding and time to value. Lead kickoff, setup, training, and the path to the first successful production project.
- Run customer projects and programs. Manage calls, action items, timelines, stakeholders, and follow-ups across customer teams.
- Triage and coordinate support. Reproduce product issues, communicate clearly, and drive resolution with Engineering.
- Support account growth. Find growth signals (new projects, teams, use cases) and partner with Sales to convert them.
- Be the voice of the customer internally. Collect and convert feedback into clear themes and actionable requests for the engineering team.
- Run onboarding / kickoff and get a new customer set up on the Mach9 platform.
- Review active projects, unblock issues, and align next steps with project managers.
- Create a presentation showing project outcomes and ROI for a customer's internal stakeholders.
- Triage a support ticket, reproduce it, and coordinate an Engineering fix while keeping the customer updated.
- Travel onsite to accelerate onboarding with a production team (as needed).
- Proactively reach out to an account whose usage has dropped to re-engage them.
- Have project management instincts: you’re organized, responsive, and relentless about follow-through.
- Build relationships easily across diverse stakeholders, from field crews to executives, and adapt your style naturally.
- Communicate clearly with technical and non-technical audiences.
- Know when to solve, escalate, or reset expectations.
- Can manage multiple accounts and priorities without heavy oversight.
- Care deeply about customers succeeding on real work, not just closing tickets.
- Are comfortable creating clear written updates and presentations.
- Are comfortable with tools like Google Workspace, Notion, and Pylon.
- Are willing to travel ~25% (approximately one week per month).
- Experience in AEC, surveying, infrastructure, or geospatial workflows.
- Prior Customer Success, Implementation, Solutions, or Project Management experience.
- Familiarity with HubSpot.
- SQL or basic data fluency for pulling reports and analyzing usage.
Salary : $90,000 - $130,000