Customer Success Manager II

OpenSpace is seeking a Customer Success Manager II responsible for driving adoption, satisfaction, and retention across a portfolio of mid-market and enterprise customers. The role focuses on ensuring customers achieve value from the OpenSpace platform through effective onboarding, ongoing support, and relationship management.

Responsibilities:

• 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

Requirements:

• 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
• 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
• This role requires the ability to travel. The average travel requirements of this role are up to 25%
• Bachelor's degree preferred or equivalent experience
• Construction or ConTech industry experience is strongly preferred