Customer Success Manager

Customer Success Manager

Position Summary

As a Customer Success Manager, you are responsible for partnering with our key customers to establish bi-directional, detailed, and proactive communication channels.

In this role, you will build strong relationships with all major stakeholders and work directly with our customers to understand business requirements and develop proactive solutions that ensure success throughout the customer journey.

You will effectively triage multiple priorities, working with a high volume of customer accounts and requests. You will evaluate how customers utilize their software investment in the Constellation Home Builder’s line of products, and identify areas for improvement to maximize value and retention.

You should also be able to provide insights on business interactions, improve customer experience through product support, and coordinate actions with Customer Care and Product teams related to customer feedback and requests.

Job Responsibilities:

• Drive the post-sales journey of our key accounts, from initial onboarding to product adoption, expansion, advocacy, and long-term customer experience.

• Develop a deep understanding of our products and translate customer needs into successful use cases for other departments (Product, Customer Care, Sales, Marketing, Executives).

• Create engaging presentations that demonstrate value to stakeholders on a regular basis.

• Identify upsell and expansion opportunities for the sales team.

• Work closely with the customer care team and the client to prioritize, enhancement requests and resolve potential issues.

• Analyze customer data to improve customer experience.

• Coordinate discussions between customers and the organization.

• Travel frequently to meet with customers onsite (monthly)

Competencies:

• Knowledge of the residential, new home building industry preferred

• 2+ years of Account or Customer Success management experience

• Excellent communication and presentation skills

• Strong project management skills and technical aptitude

• Active listening and curious

• Analytical - Monitor KPIs and behavioral trends to segment and identify customers in a large portfolio

• Comfortable and capable in leading difficult conversations

• Above average passion for customer value and advocacy

• Strategic thinking and ability to problem solve quickly (bring solutions to the table)

• Demonstrated ability to be adaptable and agile to changing needs and circumstances

• Clear understanding of how to collaborate effectively with cross-functional teams

We are focused on changing the construction industry through great software, and superior customer focused efforts and are looking for exceptional people to join us. We are an aggressive company with a focus on experimenting, which gives our individual contributors great ownership and more input into decisions than is possible in traditionally structured corporations.

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Exempt

The estimated base salary range for this role in the United States is $60,000.00 - $90,000.00 per year. For compliance with local legislation, and to provide greater transparency to applicants, we share salary ranges on all job postings regardless of the desired hiring location or whether the position is remote. The posted range is an estimate and reflects many factors which are subject to change. Final offer amounts may vary from the amounts listed above, based upon geographic location, candidate experience and expertise, and other relevant factors.

This role will also be eligible for participation in a Company profit sharing bonus plan. Plan details will be provided to you upon hire.

Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).

The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.

We recognize the value and importance of diversity and inclusion in our communities and in the workplace. We celebrate diversity and one of our goals as an employer is to create an inclusive work environment for all employees. We are an equal opportunity employer and do not discriminate against any employee or applicant because of race, religion, sex, sexual orientation including gender identity or expression, pregnancy, national origin, age, marital status, veteran status, disability status, or any other category or characteristic protected by law.

Applicants with disabilities who would like to require a reasonable accommodation related to any part of the application process may contact us at Perseus_HR@constellationhbs.com.

NOTE: If an applicant is selected to receive a conditional offer of employment, and in accordance with applicable law, a criminal background check may be conducted before the offer becomes final and employment begins. Pursuant to the San Francisco Fair Chance Ordinance, and other applicable laws, we will consider for employment qualified applicants with arrest and conviction records.

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