Customer Success Manager

Join us as our Customer Success Manager and guide customers from first project to long-term partner.

You’ll own the Digital Surveyor post-sale experience for a portfolio of customers. Your goal is to get customers live on production work fast, keep projects moving, and grow usage over time. You’ll run onboarding, manage project execution, triage support issues, and partner with sales and engineering on renewals, expansions, and product feedback. As an early customer success team member, you’ll also have an opportunity to define the playbooks, templates, and processes that scale Customer Success at Mach9.

Own customer relationships post-sale. Be the day-to-day point of contact and trusted thought partner to our customers.

Drive onboarding and time to value. Lead kickoff, setup, training, and the path to the first successful production project.

Run customer projects and programs. Manage calls, action items, timelines, stakeholders, and follow-ups across customer teams.

Triage and coordinate support. Reproduce product issues, communicate clearly, and drive resolution with Engineering.

Support account growth. Find growth signals (new projects, teams, use cases) and partner with Sales to convert them.

Be the voice of the customer internally. Collect and convert feedback into clear themes and actionable requests for the engineering team.

Run onboarding / kickoff and get a new customer set up on the Mach9 platform.

Review active projects, unblock issues, and align next steps with project managers.

Create a presentation showing project outcomes and ROI for a customer's internal stakeholders.