Customer Success Manager, OpenAsset
$85-115k
More information about location
Digital asset managment software
Be an early applicant
Digital asset managment software
101-200 employees
Be an early applicant
$85-115k
More information about location
101-200 employees
Company mission
To empower AEC and real estate firms to showcase their projects, sell with visualization, and win more businesses.
Role
Who you are
- All you need is a strong work ethic and desire to work directly with clients to solve pain points for AEC firms
- Experience in the AEC industry is our top priority, ideally within the proposal process. Backgrounds like marketing coordinator, marketing manager, business development, or similar are a strong fit
- 4+ years in a client- or prospect-facing role managing multiple complex accounts
- 2+ years as a CSM managing the full client lifecycle in B2B SaaS with a technical product
- Proactive mindset with excellent organizational and time management skills
- Ability to think critically and problem solve in fast changing environments
- Experience building relationships and communicating with C-level and executive stakeholders through Executive or Quarterly Business Review Meetings
- Willing and able to travel when required and lead on-site client meetings
- Ability to develop and maintain product expertise across a multi-product suite (OpenAsset DAM and Shred), including staying current on new features and use cases as both products evolve
What the job involves
- We are seeking a Customer Success Manager (CSM) to join our Customer Success Org at OpenAsset
- You'll work closely with our rapidly growing client base, specifically focused on early lifecycle clients who require 1:1, high touch support through the Onboarding and Adoption process in Year 1 of their client journey
- As a CSM at OpenAsset, you will guide clients through the earliest and most critical stages of their lifecycle across our product suite, which includes OpenAsset DAM and Shred
- You will lead onboarding enablement, accelerate Time to Value (TTV), and establish a strong foundation for long-term adoption and retention
- Working closely with Solution Architects (SAs) who own technical discovery, migrations, and integrations, you will ensure clients feel supported, prepared, and confident from the moment their journey begins
- We have experience training people from the AEC industry without SaaS experience who are interested in a tech career, especially if you worked on proposals
- Own Client Enablement & Early Lifecycle Success
- Serve as the primary strategic contact for new clients beginning at kickoff and continuing through onboarding, adopting, and early nurturing phases
- Drive a fast and predictable time-to-value (TTV) by establishing clear onboarding goals, milestones, and timelines
- Prepare clients for each onboarding stage by setting expectations, driving accountability, and ensuring readiness for data work, configuration steps, and training
- Lead training, change management, and best-practice guidance to support strong early adoption across both OpenAsset DAM and Shred
- Manage Onboarding Projects & Client Momentum
- Create and manage onboarding success plans and supporting documentation focused on enablement, outcomes, and adoption (technical project plans remain owned by SAs)
- Facilitate regular onboarding check-ins, track progress, manage risk, and maintain communication with all stakeholders
- Build strong relationships with client project managers, champions, and executive sponsors to ensure clarity and alignment throughout onboarding and beyond
- Be an OpenAsset Product Expert for Workflows & Adoption
- Provide clients with product guidance, workflow recommendations, and industry best practices tailored to AEC use cases across both OpenAsset DAM and Shred
- Help clients understand the value and use cases of key modules, features, and integrations to drive early wins: from digital asset management and organization in OpenAsset DAM to AI-powered proposal and pursuit workflows in Shred
- Develop and maintain deep product expertise in both platforms so clients receive consistent, informed guidance regardless of which tool they are adopting
- Maintain roadmap fluency for both OpenAsset DAM and Shred, speaking confidently to what's coming next, and proactively run targeted campaigns to re-engage clients in your book once a feature they've expressed interest in goes live
- Partner Closely with Solution Architects (SAs) & Support Engineers (SEs)
- Work alongside SAs who own technical discovery, migrations, integration setup, and configuration tasks
- Collaborate on onboarding calls to ensure clients receive a seamless blend of technical execution (SA-led) and enablement/adoption guidance (CSM-led)
- Coordinate with SEs and SAs to resolve issues quickly and keep onboarding timelines on track
- Learn internal tooling built by our AI CoE to assist with configuration tasks during Onboarding (such as template mapping, headshot linking, and eventually file migration), and serve as the first line of troubleshooting for non-service support tickets, escalating to SAs or SEs when deeper technical intervention is needed
- Relationship Management & Communication
- Manage client expectations through transparent communication, progress reporting, and multithreaded, proactive stakeholder management
- Facilitate structured biweekly onboarding project workshops and ensure clients always know what's happening next
- Transition to Long-Term Success & Growth
- After onboarding and TTV milestones are achieved, transition clients into long-term lifecycle rhythms while remaining their dedicated CSM
- Monitor early health indicators and address risks before they impact adoption or satisfaction
- Partner with Account Managers (AMs) to surface and nurture expansion opportunities once the client has achieved early value, including cross-sell opportunities between OpenAsset DAM and Shred
- Cross-Functional Collaboration
- Partner with Product, Engineering, Marketing, and Revenue teams to advocate for customer needs and contribute to improving onboarding stages, KPIs, tools, and workflows
- Surface insights from early lifecycle interactions that can drive product improvements or process enhancements
Our take
OpenAsset is a premier Digital Asset Management solution tailored specifically for the Architecture, Engineering and Construction (AEC) sectors. With a track record spanning two decades and a diverse client base of 1,000+, OpenAsset is well-positioned to understand and cater to the unique challenges of these industries.
The problem it addresses is the acute need for an industry-specific solution that can effectively manage the digital assets crucial to AEC professionals. Traditional DAM systems often fall short in this regard, prompting OpenAsset's development to fill this significant gap. Its vision is not just to provide a platform but to inspire individuals through the visualization of the built world, an ambitious goal that sets them apart in the marketplace.
Marked by consistent growth, OpenAsset has strategically partnered with Marlin Equity Partners, a private equity firm, to enhance its sales, technical, and management capabilities. This collaboration is driven by the mounting demand for OpenAsset's B2B SaaS products. Alongside an ongoing focus on team expansion, positioning OpenAsset as a leader in addressing the distinctive needs of the AEC industries, ensuring its place at the forefront of specialized digital asset management.
Freddie
Company Specialist at Welcome to the Jungle
Insights
13% employee growth in 12 months
Company
Company benefits
- Work-Life Balance
- Learning & Development Opportunities
- Paid Parental Leave
- Generous Vacation Policy
- 100% Emplpoyee Health Coverage (US)
- Hybrid and Remote Working Options
Company HQ
Midtown South, New York, NY
Leadership
Jason Janicki
(CEO)Jason joined OpenAsset in 2010 as a Senior Account Manager, since then they have been a VP of Customer Success, COO and now CEO. Previously, they spent nearly 4 years at CQ Roll Call Group as a Marketing Manager and Manager of Customer Communications and Training.
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