Customer Success Manager

We are looking for a NYC-based Customer Success Manager to join our talented, dynamic, and rapidly growing global team. We have an in-office policy of 2 days per week for local employees.

Company Description

OpenAsset is the leading marketing platform for the Architecture, Construction, and Engineering industries, trusted by 1,000+ clients over 20 years. Our mission is to be the most innovative partner to AEC firms, delivering solutions that help win more projects. We recently announced a new AI-Proposal product Shred.ai to continue this mission.

We’re a diverse, collaborative, and fast-growing team of 100+ employees with offices in New York and London and a global client base. Backed by Marlin Equity Partners, we’re passionate about creating an inclusive workplace where everyone feels valued and has a voice, and we actively hire from a diverse pool of candidates.

Customer Success Manager Role Description

OpenAsset is growing its Customer Success Team and we are looking for an experienced Customer Success Manager (CSM) to join us!  You’ll work closely with our rapidly growing client base, specifically focused on early lifecycle accounts who require 1:1, high touch support through the Onboarding and Adoption process in Year 1 of their client journey.

As a CSM at OpenAsset, you will guide clients through the earliest and most critical stages of their lifecycle. You will lead onboarding enablement, accelerate Time to Value (TTV), and establish a strong foundation for long-term adoption and retention. Working closely with Solution Architects (SAs) who own technical discovery, migrations, and integrations, you will ensure clients feel supported, prepared, and confident from the moment their journey begins.

Customer Success Manager Responsibilities

Own Client Enablement & Early Lifecycle Success

• Serve as the primary strategic contact for new clients beginning at kickoff and continuing through onboarding and early adoption.
• Drive a fast and predictable TTV by establishing clear onboarding goals, milestones, and timelines.
• Prepare clients for each onboarding stage by setting expectations, driving accountability, and ensuring readiness for data work, configuration steps, and training.
• Lead training, change management, and best-practice guidance to support strong early adoption.
  

Manage Onboarding Projects & Client Momentum

• Create and manage onboarding success plans and supporting documentation focused on enablement, outcomes, and adoption (technical project plans remain owned by SAs).
• Facilitate regular onboarding check-ins, track progress, manage risk, and maintain communication with all stakeholders.
• Build strong relationships with client project managers, champions, and executive sponsors to ensure clarity and alignment throughout onboarding and beyond.
  

Be an OpenAsset Product Expert for Workflows & Adoption

• Provide clients with product guidance, workflow recommendations, and industry best practices tailored to AEC use cases.
• Help clients understand the value and use cases of key modules, features, and integrations to drive early wins.

Partner Closely with Solution Architects (SAs) & Support Engineers (SEs)

• Work alongside SAs who own technical discovery, migrations, integration setup, and configuration tasks.
• Collaborate on onboarding calls to ensure clients receive a seamless blend of technical execution (SA-led) and enablement/adoption guidance (CSM-led).
• Coordinate with SEs and SAs to resolve issues quickly and keep onboarding timelines on track.
  

Relationship Management & Communication

• Manage client expectations through transparent communication, progress reporting, and proactive stakeholder management.
• Facilitate structured onboarding project meetings and ensure clients always know what’s happening next.
  

Transition to Long-Term Success & Growth

• After onboarding and TTV milestones are achieved, transition clients into long-term lifecycle rhythms while remaining their dedicated CSM.
• Monitor early health indicators and address risks before they impact adoption or satisfaction.
• Partner with Account Managers (AMs) to surface and nurture expansion opportunities once the client has achieved early value.
  

Cross-Functional Collaboration

• Partner with Product, Engineering, Marketing, and Revenue teams to advocate for customer needs and contribute to improving onboarding stages, KPIs, tools, and workflows.
• Surface insights from early lifecycle interactions that can drive product improvements or process enhancements.

Customer Success Manager Skills and Experience

• 4+ years in a client-facing role managing multiple complex accounts
• 2+ years as a CSM managing the full client lifecycle in B2B SaaS with a technical product
• Proactive mindset with excellent organizational and time management skills
• Ability to think critically and problem solve in fast changing environments
• Experience building relationships and communicating with C-level and executive stakeholders through Executive or Quarterly Business Review Meetings
• Willing and able to travel when required and lead on-site client meetings 

Technologies we use 

• Catalyst
• Salesforce 
• Gong & Gong Engage
• Mixpanel
• Intercom
• Zendesk
• Slack
• G-Suite (including Gemini)

Benefits

• Competitive salary

• Medical / Dental / Vision coverage - 100% employer-paid for employees, 50% employer-paid for dependents

• 20 days paid time off per year + federal holidays (UK style!)
• 5 paid sick days
• Work from home flexibility
• Commuter benefits
• 401k
• Paid parental leave
• Career growth and development opportunities

This position is not eligible for visa sponsorship.

Axomic is an Equal Opportunity Employer. We base our employment decisions entirely on business needs, job requirements, and qualifications—we do not discriminate based on race, gender, religion, health, parental status, personal beliefs, veteran status, age, or any other status. We have zero tolerance for any kind of discrimination, and we are looking for candidates who share those values. Applications from women and members of underrepresented minority groups are welcomed.