Customer Success Manager

Position Title: Customer Success Manager

Location: Remote/Home Office (Central or Mountain Time Zone)

About Touchplan® 

Touchplan® is the flagship software platform of MOCA Systems, Inc. and the leading production planning and analytics solution in the construction industry. Trusted by more projects and users than any other platform, Touchplan® helps teams plan, track, and optimize the delivery of some of the world’s largest construction projects. 

Built on the collaborative principles of the Last Planner System®, Touchplan® is a real-time, cloud-based solution that brings construction teams together to improve reliability, prevent schedule and budget slippage, and drive predictable project outcomes. By providing owners and contractors with instant visibility into progress and performance, Touchplan® empowers teams to identify risks early and make smarter, data-driven decisions.  Learn more at: https://touchplan.io/

 

Position Summary 

We are seeking a Customer Success Manager (individual contributor) to join the Touchplan® team. The Customer Success team focuses on ensuring our clients maximize value in planning their construction projects using Touchplan®, as well as building engagement with the platform. Being part of this team will give you the opportunity to help grow the Touchplan® customer base, help shape the Touchplan® product, and impact the construction industry through the support of construction project delivery. If you are looking for a job where you’ll be working on a dynamic team that is driving explosive growth and delighting customers at the same time, this is the right place for you! 

 

Essential Functions:   

• Manage a book of business consisting of new and existing customers, serving as the primary point of contact responsible for driving onboarding, adoption, retention, and expansion while ensuring long-term customer success and satisfaction. 
• Establish a trusted advisor relationship with customers, aligning all activities with the successful delivery of their construction projects using Touchplan®. 
• Guide end users through software training, implementation, and adoption of best practices, building incremental value and return on their investment. 
• Resolve inbound customer issues across live chat, email, and phone.  
• Work with calm professionalism, quick execution, and a powerful sense of urgency to uphold our reputation for excellent customer service. 
• Proactively monitor platform utilization and usage trends to increase client engagement, minimize churn, drive customer renewals, and support account expansion. 
• Demonstrate exceptional attention to detail and strong organizational skills, effectively leveraging internal systems and tools to document customer engagements. 
• Act as a strong customer advocate by collecting and clearly communicating customer feedback to internal teams, helping drive software enhancements and product improvements that align with customer needs and business goals. 
• 15% travel as required to client sites or MSI facilities for meetings or other customer-facing activities. 
• Regular Work Schedule: Mon. thru Fri. 8:30am until 5:30pm (Central or Mountain Time Zone) 
  
  

Required Qualifications:   

• Bachelor’s degree from an accredited university or college or equivalent experience 
• 2-5 years of customer success experience in the software industry. 
• Excellent organizational, project management, consultative and time management skills 
• Motivated by the energy and ownership that comes with a small, high impact team 
• Strong written and oral presentation skills, as well as active listening skills 
• Solid sense of empathy for clients, as well as a passion for revenue growth   
  
  

Bonus experience or skills:   

• Experience with Lean Construction and the Last Planner® system 
• Construction management, architecture, engineering or project controls experience   
  
  

Initial Salary Range: $75,000 to $85,000 annually. Full benefit plan including medical, dental, vision, and life/disability insurance, 401(k) with generous employer match and an HSA employer contribution in certain circumstances is available. 

About MOCA Systems, Inc.   

MOCA Systems, Inc. (MSI) is a leading software and services provider for the Architecture, Engineering, and Construction industry. MSI delivers innovative solutions to Owners, Engineers, Architects, and Contractors working on some of the world’s largest, most complex construction projects. A profitable firm with offices across the United States and partners around the globe, MSI’s services and technology offerings ensure that projects are delivered on time and on budget and fulfill all Owner expectations. To learn more, visit mocasystems.com. 

Equal Opportunity Employer Statement:   

MOCA Systems, Inc. (“MSI”) is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of any kind: MSI is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at MSI are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, veteran, disability, or any other status protected by the laws or regulations in the locations where we operate. MSI will not tolerate discrimination or harassment based on any of these characteristics. MSI encourages applicants of all ages. 

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