The Role
The Customer Success Manager manages relationships with architecture and engineering customers, focusing on onboarding, retention, and upselling 3D BIM software solutions.
Summary Generated by Built In
ALLPLAN enables architecture, engineering, and construction professionals to transform project delivery by connecting teams and data throughout the entire lifecycle.
We are looking for a Customer Success Manager to build and nurture strong relationships with a portfolio of global architecture and engineering customers, ensuring that they achieve significant value from the company’s suite of 3D BIM software tools.
The CSM is responsible for onboarding, product adoption, retention, and managing a quota for renewals, expansion, and cross-selling opportunities. This role serves as a trusted advisor, strategic partner, and commercial advocate, working closely with cross-functional teams to deliver customer and business outcomes.
KEY RESPONSIBILITIES:
- Own all aspects of the customer relationship lifecycle (onboarding, training, periodic check-ins, solution adoption, and satisfaction tracking).
- Meet or exceed assigned renewal, expansion, and cross-sell quotas by identifying growth opportunities and negotiating renewals and expansions.
- Proactively forecast pipeline for assigned accounts and report progress to the Team Lead.
- Drive customer engagement and usage through tailored enablement plans, maximizing adoption of ALLPLAN BIM software solutions.
- Troubleshoot and resolve client issues, liaising with Support and Product teams for timely resolution.
- Gather and relay actionable customer feedback to Product/Engineering, championing continuous improvement.
- Advocate for customer needs internally and champion the voice of the client across the organization.
- Regularly analyze account health metrics, proactively managing risk of churn.
- Collaborate with Sales on account planning, identifying opportunities for upsell and expansion.
- Deliver presentations, product demos, and training sessions virtually and
- Maintain expert knowledge of 3D BIM tools and workflows used by architects and engineers
REQUIREMENTS:
- 3+ years in customer-facing roles Customer Success (preferred), Sales, Customer Service, Technical Support.
- AEC/O Industry experience including SCIA and/or FRILO.
- Technical aptitude for CAD, BIM, or similar design software; able to features to value.
- Exceptional communication and problem-solving approach.
- Strong organizational, forecasting, and pipeline management skills.
- Ability to connect and build meaningful relationships.
- Self-motivated and comfortable regions and time zones.
- Experience working with global teams.
- Confidence to act on outcomes.
WHAT WE OFFER:
- The opportunity to play a key role in a dynamic, global sales team at the forefront of software innovation for the AEC industry.
- Direct impact on company growth by providing excellent customer service to our valued customers.
- The chance to collaborate with and learn from high-performing colleagues across Inside Sales, Account Management, Sales Engineering, and Channel Sales teams in diverse markets and cultures.
- A collaborative, fast-paced environment that values innovation, excellence, and continuous learning.
- Competitive compensation, performance-based incentives, and a comprehensive benefits package.
- Excellent opportunities for professional development, skill-building, and career growth within a global organization
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Skills Required
- 3+ years in customer-facing roles Customer Success, Sales, Customer Service, Technical Support
- AEC/O Industry experience including SCIA and/or FRILO
- Technical aptitude for CAD, BIM, or similar design software
- Exceptional communication and problem-solving skills
- Strong organizational, forecasting, and pipeline management skills
- Ability to connect and build meaningful relationships
- Experience working with global teams
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The Company
What We Do
Global design and BIM software leader serving 650,000+ professionals in the architecture, landscape and entertainment industries. Since 1985, we’ve been committed to helping designers capture inspiration and nurture innovation to bring their visions to life. Our software is a one-platform solution for designers to build data-rich, visual models without sacrificing the design process, while collaborating with on- and offsite teams throughout the project lifecycle. View employment opportunities on our jobs board: http://www.vectorworks.net/company/careers
