Customer Success Manager

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Act as the primary liaison with clients, ensuring successful onboarding, training, and adoption of Augvator’s AR construction guidance platform.
Collect and document client feedback on AR features, BIM integrations, and usability; translate insights into requirements for the product and engineering teams.
Develop client success strategies, including training sessions, support materials, and tailored workflows for construction firms, project managers, and contractors.
Maintain long-term relationships with enterprise clients, ensuring high satisfaction, renewals, and opportunities for upselling or expanded subscriptions.
Monitor client platform usage and proactively address risks of churn by offering solutions, training, or upgrades.
Prepare reports and success metrics (adoption rates, usage analytics, and ROI impact) to demonstrate value to customers.
Coordinate with sales, marketing, and QA teams to ensure seamless delivery of services, continuous improvement, and alignment with client needs.
Resolve escalated issues and oversee customer support escalation paths, ensuring timely solutions and maintaining trust.

Bachelor’s degree in Business Administration, Engineering, Computer Science, or related field.
2–3 years of experience in customer success, account management, or enterprise client services (preferably in SaaS, AR/VR, or construction tech industries).
Strong understanding of construction workflows, BIM systems, or digital tools for project management is an asset.
Excellent communication, presentation, and negotiation skills with a client-focused mindset.
Ability to analyze client usage data and translate it into actionable success strategies.
Familiarity with CRM systems (e.g., HubSpot, Salesforce) and customer success tools.
Proven ability to manage multiple accounts simultaneously and deliver measurable improvements in customer outcomes.

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