Customer Success Manager

Location: Remote/Hybrid | ProjectMark

About ProjectMark

At ProjectMark, our culture isn’t just an afterthought – it’s what sets us apart. We’ve built a community where employees, customers, and prospects alike feel connected, energized, and valued. It’s why people love working here and why our clients consistently rave about partnering with us.

ProjectMark is a purpose-built CRM designed for the construction industry. Our platform integrates bid pipeline and contact management, a digital asset library, and proposal software into a single solution - transforming how construction companies win their next project.

As a seed-stage startup experiencing exponential growth, we’re building a team that thrives on innovation and accountability.

The ProjectMark team is made up of individuals with a wide array of skills and interests, but all have a strong work ethic and passion for delivering unparalleled value to our customers. We are looking for smart, ambitious, creative, and accountable people to help us expand grow our company and better serve our customers.

About your Role

As a Customer Success Manager at ProjectMark, you'll play a crucial role in building and nurturing strong client relationships. Your responsibilities will include managing a portfolio of accounts, understanding clients' unique needs, and ensuring that our products align with those needs. You will guide new clients through the onboarding process, from initial sales to deployment and ongoing engagement to ensure they are achieving long term metrics of success through using ProjectMark.

We are looking for proactive, organized, and accountable individual to take ownership of the role to drive operational and business success.

Ideal candidates have experience within the Architectural, Engineering or Construction industry and a proven track record of leading customer engagements within B2B SaaS.

Key Responsibilities

• Manage the client lifecycle, including onboarding, implementation, training, adoption, retention, and satisfaction.
• Serve as a trusted advisor to help clients realize maximum value from ProjectMark’s products.
• Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team.
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth.
• Act as the voice of the customer, sharing feedback with product and engineering teams to drive improvements.
• Identify and mitigate churn risks by proactively tracking accounts and resolving issues.
• Analyze customer data and trends to identify areas for growth and improvement.
• Prepare and deliver client performance documentation, including case studies and reports.
• Facilitate communication and workflow between internal teams and external stakeholders.
• Meet and exceed key performance indicators (renewals, upsells, active usage, etc.).

What We’re Looking For

• Drive & Accountability: You take initiative, follow through on commitments, and thrive under pressure.
• Adaptability: You embrace challenges and can pivot quickly in a fast-paced environment.
• Proactive Problem-Solving: You don’t wait for someone to ask; you figure it out and deliver.
• Availability: You’re flexible and understand that sometimes success means going the extra mile.
• Growth Mindset: You’re eager to learn and grow, both personally and professionally.

Preferred Qualifications

• 5+ years in customer success, account management, communications, or related fields.
• Familiarity with HubSpot, SaaS platforms, and/or AEC industry experience is a plus.

Why Join ProjectMark?

• Compensation: Competitive salary and equity in a high-growth startup.
• Wellness: Comprehensive health benefits, wellness perks, and flexible PTO.
• Culture: A collaborative, driven team that values growth and accountability.
• Impact: Be part of a company transforming how the construction industry works.