Senior Customer Success Manager, Mid-Market

Key Responsibilities

• Customer Relationship Management: Build and maintain strong, long-lasting relationships with senior stakeholders at enterprise-level customers, including decision-makers and key influencers. Understand the unique goals, challenges, and objectives of each enterprise customer to ensure that OnsiteIQ’s solutions are meeting their needs. Serve as the main point of contact for strategic initiatives and foster customer loyalty through personalized, high-touch service.
• Onboarding and Implementation: Lead the onboarding process for new enterprise customers, ensuring smooth, seamless transitions to the OnsiteIQ platform, including coordination with internal teams and field representatives. Collaborate with the implementation team to define clear milestones, set expectations, and ensure that each customer’s setup is tailored to their specific needs.
• Project Management and Execution: Oversee complex, multi-phase portfolio rollouts for enterprise clients, ensuring timely delivery, proper resource allocation, and quality of service throughout each project lifecycle. Manage coordination between cross-functional teams, including sales, product, support, and field operations to ensure seamless execution and customer satisfaction.
• Account Growth and Retention: Identify opportunities to expand accounts through upselling and cross-selling additional OnsiteIQ products and services, leveraging a deep understanding of the customer’s business goals. Proactively drive customer success by working to ensure customers are continually realizing value from the platform, ultimately leading to improved retention and renewals. Work closely with Account Executives in the sales organization to drive upsell and expansion.
• Customer Advocacy: Cultivate and encourage customer advocacy through excellent service and outcomes. Solicit feedback to ensure customers are satisfied with the platform and operational services, and share success stories internally to influence product and service improvements. Issue Resolution: Act as the key escalation point for any customer inquiries, issues, or conflicts, collaborating with internal teams to resolve challenges quickly and effectively. Provide guidance and best practices to mitigate future problems and ensure customer satisfaction.
• Data Analysis and Reporting: Monitor and analyze customer engagement, platform usage, and overall health metrics, identifying trends, and providing actionable insights. Prepare regular reports for both customers and internal teams to track progress, usage, and areas for improvement. Product Feedback: Gather and relay customer insights regarding platform functionality, service needs, and market trends to inform product development and operational enhancements. Champion the voice of the customer within the organization to drive continuous product and service improvements.

Qualifications

• Bachelor’s degree preferably in business, construction management, project management, or a related field.
• Proven experience in customer success, account management, or project management with a focus on enterprise-level clients, ideally in the SaaS or construction industry.
• Strong project management skills with experience overseeing complex, multi-faceted customer initiatives.
• Exceptional communication and interpersonal skills, with the ability to manage relationships at all levels of the organization.
• Solid understanding of CRM software (e.g., Salesforce) and project management tools (e.g., Asana, Jira).
• Ability to analyze customer data to identify insights and areas for improvement.
• Self-starter with a proactive, solution-oriented mindset and a passion for customer satisfaction.
• Experience with or understanding of operational services, including field teams, is highly preferred.