Senior Customer Success Manager, Mid-Market

About OnsiteIQ:
OnsiteIQ is a leading construction intelligence platform that leverages cutting-edge technology to transform how construction projects are managed and executed. Our innovative platform utilizes AI-powered visual data to provide real-time insights, streamline workflows, and enhance decision-making for construction professionals. With a commitment to revolutionizing the construction industry, OnsiteIQ is looking for a talented Senior Customer Success Manager to join our team and play a critical role in delivering exceptional value to our enterprise-level clients.

Position Overview:
As a Senior Customer Success Manager at OnsiteIQ, you will be responsible for ensuring that our enterprise clients derive maximum value from our construction intelligence platform. This role involves cultivating deep, strategic relationships with key customer stakeholders and working closely with internal teams to ensure a seamless delivery of both the SaaS product and operational services. You will serve as the trusted advisor, overseeing complex portfolio rollouts, driving customer satisfaction, and ensuring successful outcomes across multiple touchpoints.

Your focus will be on managing high-touch, high-value accounts, and you will leverage your project management skills to guide customers through all stages of their journey, from onboarding to ongoing support and growth.

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.

  • Travel required for strategic initiatives including onboarding for certain enterprise accounts. Travel expectations may vary, but can be as often as once per month (15%). 

• 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.

• Based in New York (or surrounding areas) or open to relocating

Benefits:

• Competitive salary and performance-based bonuses.

• Comprehensive healthcare benefits.

• Professional development opportunities.

• A collaborative and innovative work environment.

• The opportunity to make a significant impact on the construction industry.

• Flexible PTO.

At OnsiteIQ, we value diversity and inclusion, and we are committed to creating an equal opportunity workplace. We encourage candidates from all backgrounds to apply.

If you are a customer-focused professional with a passion for revolutionizing the construction industry and have the expertise to manage complex enterprise-level accounts, we would love to hear from you. Join us at OnsiteIQ and be a part of transforming the future of construction intelligence.