Customer Success Manager

Construction is the 2nd largest industry in the world (4x the size of SaaS!). But unlike software (with observability platforms such as AppDynamics and Datadog), construction teams lack automated feedback loops to help projects stay on schedule and on budget.  Without this observability, construction wastes a whopping $3T per year because glitches aren’t detected fast enough to recover.

Doxel AI exists to bring computer vision to construction, so the industry can deliver what society needs to thrive. From hospitals to data centers, from foreman to VPs of construction, teams use Doxel to make better decisions everyday. In fact, Doxel has contributed to the construction of the facilities that provide many of the products and services you use everyday.

We’re at an exciting stage of scale as we build upon our growing market momentum. Our software is trusted by Shell Oil, Genentech, HCA healthcare, Kaiser, Turner, Layton and several others. Join us in bringing AI to construction!

You will be joining as a foundational member of Doxel's Customer Success Team serving as a true brand ambassador at the forefront of all customer needs.  Your mission is to help customers drive the most value from our product. 

This will involve:

- Partnering directly with Doxel’s strategic customers’ key stakeholders to demonstrate and prove the impact of Doxel’s products and services

- Enabling customers to effectively utilize Doxel’s robust dataset to drive efficiencies and ask the right questions of their teams

- Curating media and educational content for customers

- Being the first responder to Enterprise customer support requests

But most of all, you will rely on the relationships you've built to help customers win - from the user that's closest to the ground and all the way to the Head of Construction who has capital responsibility for billions of dollars of capital expenditure.  You will be tasked with maximizing customer usage.

• Work as a trusted advisor to Doxel’s strategic customers driving impact and success at all costs
• Urgently drive our customers towards trust, adoption, and expansion
• Act as a subject matter expert to Doxel’s products while training multiple customer personas
• Lead Monthly and Quarterly Business Reviews with executive stakeholders
• Document feature requests, validate minor bugs, and escalate technical requests to the engineering leads as requiredGather feedback from customers and identify trends, pain points, and areas of friction
• Build out best practices/FAQ to most effectively and consistently help our customers
• Escalate any high-priority customer situations and solve issues
• Foster universal adoption of the Doxel platform

• Minimum of 6 years experience in sales or customer success with a focus on expansions, cross-sells, upsells, and churn prevention at a high-growth, B2B SaaS company
• Demonstrated success in managing a portfolio of clients
• Comfortable with modern tech stack for managing and communicating with customers
• Proactive and self-motivated, you're a beacon of positivity and enthusiasm
• High aptitude and willingness to continually learn new technologies
• Adaptable to various work settings and strong personal initiative to execute with minimal oversight
• Experience working in a multifaceted and evolving environment wearing many hats
• Travel 50%+ to build rapport and drive results with customers
• Bonus if you have experience in the commercial construction industry as a project engineer, project manager, scheduler, superintendent, and/or project controls and/or knowledge of processes and procedures followed by general contractors