Brief summary of role:
The Customer Success Manager (CSM) is responsible for driving adoption, satisfaction, and retention across a portfolio of mid-market and enterprise commercial OpenSpace customers. This role ensures customers realize and achieve value from the OpenSpace platform through effective onboarding, ongoing enablement, proactive communication, and consistent adoption support. CSMs build strong working relationships with project and departmental stakeholders, monitor customer health, and escalate risks or expansion opportunities to account teams. This role focuses on tactical execution, training, and day-to-day partnership to encourage sustained usage and successful business outcomes.
What you’ll be doing:
- 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.
What we are looking for:
- 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.
- Bachelor’s degree preferred or equivalent experience.
- Construction industry experience is strongly preferred.
- 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%.
Why join us:
- Join one of OpenSpace’s best performing teams and lead growth in a priority ANZ market
- Category defining product with clear customer value and strong references
- Competitive compensation including base salary, variable componet and benefits
- Strong collaboration across Sales, Marketing, Customer Success and Product
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OpenSpace welcomes employees from varied backgrounds and walks of life, and it’s reflected in our diverse community. OpenSpace is proud to be an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants for employment, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
