Senior Customer Success Specialist

About the role

We are seeking an experienced Senior Customer Success Specialist to lead customer engagement initiatives, strengthen long‑term relationships, improve satisfaction, and ensure customers achieve their business outcomes through our construction‑focused services and solutions.

Key responsibilities

• Develop and maintain strong, long‑term relationships with customers, client representatives, and key stakeholders.
• Serve as the primary point of contact for customer success matters, service adoption, account coordination, and ongoing engagement.
• Understand customer business objectives, operational priorities, project requirements, and expected outcomes.
• Develop customer success plans aligned with individual goals, contractual commitments, and organizational capabilities.
• Establish clear success criteria, measurable outcomes, engagement milestones, and performance indicators.
• Coordinate onboarding activities to ensure a smooth transition from agreement execution to active service delivery.
• Monitor customer progress against success plans, conduct regular check‑ins, account reviews, and strategic relationship meetings.
• Proactively identify customer needs, address potential issues, and maintain transparent communication about service updates or challenges.
• Maintain customer health assessments using qualitative feedback and quantitative performance data.
• Work with project managers, construction, engineering, procurement, logistics, commercial, and technical teams to align service delivery with customer expectations.
• Manage escalated concerns, investigate recurring issues, and ensure corrective actions are documented and effective.
• Collect and analyze customer feedback to identify improvement opportunities and develop experience improvement plans.
• Track and report on customer satisfaction, retention, engagement, adoption, and service quality metrics.
• Support contract renewal planning, identify at‑risk customers, and develop proactive retention initiatives.
• Identify opportunities to expand engagement through additional services aligned with customer needs.