Enterprise Customer Success Manager

7+ years of experience in Enterprise Customer Success, Account Management, or strategic consulting. Experience within the AEC (Architecture, Engineering, Construction) industry is a strong differentiator. Proven track record of navigating complex organizational structures and driving adoption across large-scale enterprises. Confidence and polish to serve as a Trusted Advisor to the C-Suite. Experienced in managing retention, identifying expansion opportunities, and driving Net Revenue Retention (NRR). Proficient in crafting high-impact Business Reviews (BRs) and presentations. Strong proficiency in generative AI tools (ChatGPT, Claude, etc.) and RevOps tools.

Partner with customer leadership to define KPIs and build Joint Success Plans. Lead high-impact quarterly Executive Business Reviews (EBRs) with C-level stakeholders. Own retention and identify expansion/upsell opportunities. Act as the internal 'quarterback' for clients, managing escalations and coordinating resources. Analyze engagement data to prescribe actions that increase customer operational efficiency and revenue. Provide consultative guidance on industry best practices (AEC workflows). Translate enterprise feedback into actionable insights for the Product team.