Client Success Specialist - Construction

Role Summary

The Technical Services Customer Success Specialist (CSS) is responsible for owning the customer relationship and maintaining account health throughout the lifecycle of Technical Services engagements. This role focuses on proactive communication, customer satisfaction, and long-term retention, with a primary emphasis on Annual Recurring Revenue (ARR).

Key Responsibilities

• Serve as the primary relationship owner for assigned customers.
• Maintain regular, proactive communication with customer stakeholders.
• Build trust and credibility through consistency, responsiveness, and transparency.
• Monitor overall customer sentiment and satisfaction.
• Account Health Monitoring & Risk Detection
• Track engagement health, customer feedback, and perceived value delivery.
• Identify early warning signs of project risk, dissatisfaction, or misalignment.
• Document and communicate concerns clearly and promptly.
• Escalate issues to Managers with sufficient context to enable rapid resolution.
• Coordination with Project Leadership
• Partner closely with Managers to share customer insights and concerns.
• Stay informed on project status without owning day-to-day execution.
• Support alignment between customer expectations and delivery realities.
• Reinforce agreed scope, priorities, and outcomes in customer conversations.
• ARR Ownership & Retention
• Maintain accountability for customer retention and renewal readiness.
• Ensure customers understand delivered value and outcomes.
• Support renewal conversations by reinforcing success and continuity.
• Identify expansion opportunities within existing accounts and share them with TSEs.
• Success Stories & Feedback Loop
• Capture customer success stories and lessons learned.
• Share customer feedback to inform services improvement and future scoping.
• Support continuous refinement of customer roadmaps in partnership with TSEs.

Required Qualifications

• Experience in Customer Success, Account Management, or client-facing services roles.
• Strong relationship management and communication skills.
• Ability to identify risk and dissatisfaction through conversation and observation.
• Comfort coordinating across teams without owning execution.
• Strong documentation and follow-through habits.
• Experience within professional services or consulting environments.

Key Competencies

• Relationship management and customer advocacy
• Account health assessment and risk sensing
• Clear communication and escalation
• Collaboration with delivery leadership
• Retention and expansion mindset
• Professional judgment and discretion

Benefits That Work For You

• Health & Wellness
• Multiple medical plan options plus dental and vision coverage
• On-demand support and mental health/wellness resources via Bennie—your personal benefits concierge
• Financial Well-Being
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options
• 401(k) with up to 4% company match after 90 days
• Voluntary life, AD&D, supplemental health coverage, and disability protection
• Extra Perks That Matter
• 3 weeks of PTO, paid holidays, and your birthday off
• 2 paid volunteer days each year to support causes you care about
• Professional development reimbursement + access to GreaterU, ATG’s platform for learning and growth
• Four weeks of paid sabbatical after six years—on top of your regular PTO—to refresh and recharge!
• Discounts on lifestyle perks like pet insurance, financial coaching, and more via the Bennie Marketplace

That's Us

At ATG USA, we invest in your well-being, growth, and life outside of work. Here’s what you can expect:

• Health & Wellness
• Multiple medical plan options plus dental and vision coverage
• On-demand support and mental health/wellness resources via Bennie—your personal benefits concierge
• Financial Well-Being
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options
• 401(k) with up to 4% company match after 90 days
• Voluntary life, AD&D, supplemental health coverage, and disability protection
• Extra Perks That Matter
• 3 weeks of PTO, paid holidays, and your birthday off
• 2 paid volunteer days each year to support causes you care about
• Professional development reimbursement + access to GreaterU, ATG’s platform for learning and growth
• Four weeks of paid sabbatical after six years—on top of your regular PTO—to refresh and recharge!
• Discounts on lifestyle perks like pet insurance, financial coaching, and more via the Bennie Marketplace

Equal Opportunity Employer

We are an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex (including gender identity and sexual orientation), national origin, age, disability, genetic information, or any other protected status under applicable laws. We are committed to an inclusive workplace where all backgrounds and perspectives are valued, and we strive to build a team that reflects the diverse world we serve.