customer support
Posted 5 days agoCustomer Success Manager
at Mach9
San Francisco, United StatesOn-site
Responsibilities
- 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.
- - Create a presentation showing project outcomes and ROI for a customer's internal stakeholders.
- - Build relationships easily across diverse stakeholders, from field crews to executives, and adapt your style naturally.
Requirements
- experience for a portfolio of customers.
- 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.
- In a given week, you might - Run onboarding / kickoff and get a new customer set up on the Mach9 platform.
- - Are comfortable with tools like Google Workspace, Notion, and Pylon.
- 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.
Additional details
- 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
- 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.
- 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.
- 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.
- - 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).