Customer Success Manager

EIDA Solutions is a construction project management software company serving complex capital programs across industries including pharmaceutical, semiconductor, data center, and commercial construction. The Customer Success Manager owns a portfolio of customer accounts, guiding onboarding and implementation, driving platform adoption, managing customer relationships, and supporting retention and renewal efforts.

Responsibilities:

• Serve as the primary point of contact for a portfolio of assigned accounts, building strong working relationships with customer project leads, platform administrators, and key stakeholders
• Own the customer journey across your portfolio from onboarding through to steady-state success, maintaining continuity and accountability throughout
• Lead regular customer meetings and cadence calls, including onboarding check-ins, implementation progress reviews, and adoption follow-ups, with clear documentation of outcomes and next steps
• Develop a strong working knowledge of each customer’s business context, project environment, and platform usage to provide relevant, timely guidance and support
• Act as the internal advocate for your customers, surfacing feedback, risks, and blockers to the wider team and ensuring they are addressed promptly
• Coordinate the onboarding and implementation process for new customers, working closely with technical and product teams to ensure all setup, configuration, training, and go-live activities are completed on schedule
• Track implementation progress against agreed milestones, maintaining clear visibility of open actions and following up with internal teams and customers to keep delivery on track
• Ensure customers understand what to expect at each stage of implementation and are well-prepared for key milestones, reducing friction and building confidence in the process
• Flag implementation risks or delays early, escalating to senior CSMs or team leads where required, and communicating clearly with the customer throughout
• Monitor platform adoption and usage across your accounts, identifying customers who may need additional support or enablement to get full value from EIDA
• Work with internal teams to ensure training and enablement activities are delivered effectively and that customers have access to the resources they need to succeed
• Conduct regular health checks across your portfolio, identifying at-risk accounts early and working with your team lead to develop and execute targeted success plans
• Contribute to renewal preparation by maintaining up-to-date account records, tracking satisfaction signals, and flagging renewal risk in advance
• Maintain accurate and timely account documentation including meeting notes, action logs, implementation trackers, and account health status
• Communicate clearly and professionally with customer stakeholders at all stages, ensuring no customer is left without visibility of progress or next steps
• Coordinate effectively with internal teams including technical support, product, and implementation to ensure customer-facing commitments are met
• Escalate issues appropriately and in a timely manner, providing clear context and supporting the resolution process through to completion

Requirements:

• 1 to 3+ years of experience in a Customer Success, Account Management, client-facing project coordination, or SaaS onboarding role
• Experience supporting or coordinating customer onboarding and implementation processes in a software or technology environment
• Demonstrated ability to manage multiple customer relationships simultaneously, maintaining quality and responsiveness across a portfolio
• Strong organisational skills with the ability to track multiple workstreams, deadlines, and stakeholder commitments
• Clear, professional written and verbal communication skills in English, with confidence in leading customer-facing meetings and calls
• A proactive, ownership-oriented mindset
• Comfortable working cross-functionally, coordinating with technical and product teams to deliver outcomes for customers
• Must be based in the United States and eligible to work without restriction
• Exposure to complex industries such as construction, engineering, pharma, life sciences, or capital projects is an advantage but not required
• Familiarity with CRM and CS tooling (e.g. Salesforce, Freshdesk or similar) is beneficial