Customer Success Manager, OpenSpace
More information about location
Visual intelligence platform for builders
Job no longer available
Visual intelligence platform for builders
201-500 employees
Job no longer available
More information about location
201-500 employees
Company mission
To bring new levels of transparency to construction.
Role
Who you are
- 3+ years of experience in Customer Success, Account Management, Support, or another customer-facing role in a B2B SaaS environment
- Experience facilitating onboarding, training, or engagement programs with customers
- Bachelor’s degree preferred or equivalent experience
- Construction industry experience is strongly preferred
- Ability to manage a book of business totaling $5M+ across 30-100+ accounts
- Strong verbal and written communication skills with the ability to deliver product training effectively
- Working knowledge of Salesforce, Catalyst, Gainsight, or other CS platforms
- Strong customer relationship-building skills with a customer-centric mindset
- Ability to interpret product usage data to identify adoption risks or growth opportunities
- Strong collaboration skills and willingness to work cross-functionally
- Problem-solving mindset with the ability to troubleshoot customer issues independently
What the job involves
- The Customer Success Manager (CSM) is responsible for driving adoption, satisfaction, and retention across a portfolio of mid-market and enterprise commercial OpenSpace customers
- This role ensures customers realize and achieve value from the OpenSpace platform through effective onboarding, ongoing enablement, proactive communication, and consistent adoption support
- CSMs build strong working relationships with project and departmental stakeholders, monitor customer health, and escalate risks or expansion opportunities to account teams
- This role focuses on tactical execution, training, and day-to-day partnership to encourage sustained usage and successful business outcomes
- Serve as the primary post-sales point of contact for a portfolio of mid-market and enterprise accounts
- Build and maintain strong working relationships with operational and project-level stakeholders
- Deliver onboarding refreshers, usage reviews, and tailored training sessions to maximize time-to-value and drive sustained product engagement
- Monitor account health and usage trends to identify risks and drive proactive customer engagement
- Conduct discovery to understand customer workflows and recommend best practices aligned to their business goals
- Surface expansion and retention risks to account teams
- Support renewal processes by providing usage insights, ACV checks, documentation, and customer context
- Maintain accurate records of customer health, activity, and opportunities using tools like Salesforce and Catalyst. Track progress against KPIs for adoption, retention, and growth
- Travel to customer jobsites and offices (~25%) to build stronger relationships and deliver in-person support, when needed
- Partner with Sales, Product, and Marketing teams to deliver seamless experiences and ensure alignment on customer needs and product capabilities
Our take
360 photos and virtual tours are nothing new. Popularly used to enhance estate agent listings, or create tours of attractions, tools such as Kuula, Panoskin, and Matterport have captured that market. But OpenSpace is applying similar technologies to another industry sector - construction.
With a simple store-bought camera attached to a hard hat, a site walk-through creates a virtual 3D replica of any space. This detailed capture, reminiscent of Google Street View, eliminates the need for site visits, saving time and also reducing risks of visitors to building sites.
Other 360 virtual tour companies will probably offer their services to construction in the future, but OpenSpace hopes to keep the lead with its superior processing speed. (Its approach creates results in just fifteen minutes as opposed to the hours or days of other systems.) It is also well-funded, so can get on with scaling the business and developing additional AI-powered technologies to keep its value up.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
14% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Aug 2022
$9m
SERIES D
Mar 2022
$102m
SERIES D
Total funding: $200.1m
Company benefits
- Employee medical, dental, and vision benefits 100% paid
- Fully remote working environment
- Equity for all full-time roles
- Flexible time off
- $500 home office budget
- Paid parental leave
- In-person company retreats/virtual gatherings
- Employee referral program
- Employer 401k matching
Company HQ
Chinatown, San Francisco, CA
Leadership
Jeevan Kalanithi
(Co-Founder & CEO)Sold their first company, Sifteo, to 3D Robotics, where they became the President. Was also VP Product, CPO and President at 3DR.
Philip DeCamp
(Co-Founder & Chief Engineer)Former computer vision and data visualization research scientist at MIT, where they completed their PhD.
Michael Fleischman
(Co-Founder & CTO)After completing their PhD at MIT, they started Bluefin Labs, a company that specialized in the analysis of massive amounts of video. Twitter acquired Bluefin in one of its largest acquisitions.
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