Senior Customer Success Manager, Join
Construction decision platform
Job no longer available
Construction decision platform
21-100 employees
Job no longer available
21-100 employees
Company mission
To empower project teams to make proactive, informed decisions.
Role
Who you are
- This role requires excellent verbal and written skills, a forensic approach to usage data and patterns, and strong attention to detail
- You should enjoy rolling up your sleeves, have a positive “can-do” attitude, and be comfortable working alongside a dynamic team in a fast-paced, cross-functional environment
- 5+ years of as a data-oriented Customer Success Manager
- 2+ years of experience working in the built environment or in construction technology. Ideally related to preconstruction
- Hands-on experience with Totango or similar Customer Success platform
- Demonstrable results in how usage data has impacted your accounts
- Experience with HubSpot or a similar CRM system is a plus
- Prior experience managing software implementations or delivering technical training
What the job involves
- The Sr. Customer Success Manager partners with Account Owners on Join’s most significant growth customers to identify expansion opportunities and usage risks and ensure each customer exceeds their strategic goals established during the sales cycle
- You’ll accomplish this by bringing deep product understanding blended with construction knowledge into every customer interaction and build strong customer relationships based on trust
- The Sr. Customer Success Manager will report to the Customer Success Director and will be a key member of a cross-functional Customer Success team
- You will participate in post-sales customer interactions as a trusted advisor, providing insight into best practices and product recommendations borne out of industry experience, usage patterns, learnings from other customers, and strong product knowledge
- You’ll actively work towards streamlining our customer experience in conjunction with the Customer Success and Sales teams based on customer feedback and data to nurture product adoption and account growth
- Intrinsically understand your customers, their projects and their usage patterns, how they’re progressing against benchmarks, and raise the flag when they aren't
- Assist in account expansion with guidance from Account Owners
- Partner with Customer Success teammates to develop repeatable processes and content that mitigates recurring customer challenges or highlights opportunities
- In-depth knowledge Joins core product offerings and how they are applied on construction projects
- OUTCOME
- Reduce risk and customer and project churn
- Customers expand their knowledge and use of Join over time, leading to product mastery and Join advocacy
- Best-in-class customer experience delivered with consistency across in the team
- Trusted by customers as a Join subject matter expert
- DELIVERABLE:
- Provide Account Owners with visibility into customer and project risk and deliver a proactive plan of action to mitigate
- Deliver high-impact activities that drive customer adoption and usage, and reinforce the value Join delivers towards their identified goals
- All members of the Customer Success team are trained and qualified to deliver high-impact activities in a consistent manner
- Ability to demo or train on Join or answer customer questions with confidence, including following up to ensure customers are moving forward. While leveraging Industry Specialists to fill any knowledge gaps
Our take
The construction industry in general has been slow to adopt digital transformation. Much administration and decision making depends on excel spreadsheets and disparate databases, with substantial room for error - error that costs the construction industry at large nearly $90B annually. That tech-reluctant tide is beginning to slowly turn, thanks to the promise of cutting down on error costs - with a helping nudge from the pandemic period of remote working.
Which means that construction tech platform Join has a more willing market to play for than in previous years. Join provides a decision making platform that helps project leaders track and manage decisions in a collaborative way, as well as more accurately and efficiently run costing on them before they’re made.
It’s a David and Goliath set-up for Join, though, as incumbent giants Autodesk and Procore still dominate the scene. Join will be hoping that its collaborative focus chimes more closely with emerging, collaborative business models in the construction sector. If that’s the case, Join could siphon off some major business - to date, the company already boasts a strong customer base that includes Clark construction, DPR Construction, and McCarthy.
Freddie
Company Specialist at Welcome to the Jungle
Insights
74% employee growth in 12 months
Company
Funding (2 rounds)
Jun 2022
$16m
SERIES A
Jun 2019
$4m
SEED
Total funding: $20m
Company benefits
- Remote work
- Flexible hours
- We pay 100% of health insurance premiums (medical, dental, vision) and a percentage of dependents’ premiums.
- PPO and HMO options are available, no matter where in the USA our employees live
- We also have a 401k option
- We offer four weeks of PTO per year on top of federal holidays
- We also close for one week in the summer and one week in the winter
- We offer 12 weeks of parental leave
Company HQ
Downtown, Oakland, CA
Leadership
Andrew Zukoski
(CEO)An electrical engineering and visual art graduate who subsequently worked as a software engineer at 3D Systems, then moved into a director of engineering role at Google X spinout Flux Factory.
Drew Wolpert
(Head of Design)An MIT graduate in computer science and applied math, who worked previously as a software engineer at Palantir Technologies, and then Flux.io.
Jim Forester
(Advisor)Previously founded software development company Marinsoft, and then the Model Support Group at buildingSMART International. Additionally co-founded Newforma.
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