Senior Customer Success Manager

Founded in New Zealand in 2017, Timescapes is a visual progress monitoring solution for complex construction projects. Our mission is to help construction teams build more quickly and safely, without compromising on quality or environmental consciousness. Our customers love Timescapes because it helps them stay on schedule, and provides complete transparency for all parties involved in a construction project.

We’re a rapidly growing company, and are used by some of the largest construction firms across Australia, Canada, New Zealand and the United States. We’re deliberate and thoughtful in everything that we do, and we emphasise awareness, care and quality in our approach to product development.

As a Senior Customer Success Manager, you will own the end‑to‑end customer journey, driving engagement, adoption, retention, and expansion for our highest‑value accounts. You will build and execute strategic success plans and serve as the voice of the customer across the organisation, ensuring our solutions deliver measurable impact and long‑term value.

Key accountabilities and deliverables

• Customer Onboarding and Adoption: Guide customers at the project and corporate level through the onboarding process, ensuring they have a seamless experience and helpingthem understand how to leverage value from our platform to achieve their goals.
• Strategic Account Management: Create and maintain tailored account plans that align with each customer’s business goals; track milestones and drive outcomes against these plans.
• Relationship Management: Develop and nurture strong relationships with key stakeholders within customer organisations. Understand their business objectives, challenges, and opportunities, and proactively identify ways our solutions can address their needs and drive value.
• Account Management: Regularly engage with customers to assess their satisfaction, uncover expansion opportunities, and address any concerns or issues they may have. Work closely with sales and product teams to identify opportunities for the sales team to upsell or cross-sell additional features, services, or solutions that align with customer needs.
• Performance Reporting & Insights: Track and analyse success leading indicators and key customer success metrics, such as customer satisfaction scores, adoption rates, and retention metrics. Use data-driven insights to assess the effectiveness of customer success initiatives, identify areas for improvement, and inform strategic decision-making. Analyse customer usage patterns and assess the value derived, extracting actionable insights to inform the product team. Collaborate effectively with the product team by delivering comprehensive feedback based on findings.
• Peer to peer collaboration: Share best practices, refine playbooks, build and share customer stories and host learning sessions.
• Customer Advocacy: Identify and nurture customer advocates to promote positive testimonials, case studies, and referrals. Work closely with the marketing team to leverage customer success stories for promotional activities. Serve as the voice of the customer internally, providing feedback to product, and other relevant teams to drive product enhancements, address customer concerns, and improve overall customer experience.
• Retention and Renewals: Accountable for Net Revenue Retention and Churn metrics, working strategically to maximise customer lifetime value. Monitor customer health metrics (Customer NPS & Satisfaction Score) and usage patterns (active users and average time on the platform) to proactively identify signs of churn and support retention. Drive contract renewals and collaborate with the sales team to inform them of expansion opportunities.
• Camera Troubleshooting: Regular monitoring of camera health and working with customers and the operations and supply team to arrange installations and relocations as required.
• Training, Enablement and Support: Provide ongoing training (live and on-demand) and support to customers, helping them optimise their use of our products/services and troubleshoot any issues they encounter. Ensure customers are able to maximise platform ROI and user proficiency.

• Excellent communication and interpersonal skills
• 5+ years in Customer Success or Account Management, with at least 2 years in a leadership or senior individual‑contributor role.
• Passion for driving customer success and a genuine desire to help customers achieve their goals
• Strong desire for growth and career development
• Genuinely values engaging with people and goes out of their way to meet face-to-face
• Strong customer-focused mindset problem-solving abilities
• Ability to build rapport and establish trust with customers and internal stakeholders
• Previous experience in customer success, account management, or related roles.
• Must have the legal right to live and work in Canada.

Demonstrate the key competencies that are important to Timescapes:

• Quality - both in your work and interactions
• Great Communicator - clear and concise communication
• Problem Solving - comfortable thinking on the spot and simplifying complex situations
• Adaptability - thrive in a busy and changing environment
• Efficiency - you’re productive, not busy

• 15 working days plus annual holiday close down 
• Competitive health insurance
• RRSP
• EAP and wellbeing