Customer Success Manager

Pirros is revolutionizing the way architects and engineers work. This is a $400B+ industry that’s been underserved by technology for too long, and we are here to change that!  We're backed by top-tier investors and angels (YC, Funders Club, PlanGrid), profitable and growing revenue at 10% month-over-month - and we’re just getting started.

As a Customer Success Manager, you play a crucial role in ensuring our customers’ success and satisfaction. You will be responsible for post-sale deployment and customer training, ensuring successful product adoption and integration. You will build and maintain relationships with customers, drive their success, and collaborate across internal teams to support business objectives, improve customer satisfaction, and promote product features. In doing so you will be a key driver ensuring retention and growth of Pirros’ revenue. You will interact with these customers both as their success point of contact and by leveraging tools to consistently engage in proactive touchpoints. 

Headquartered in Los Angeles and trusted by 100's of companies across the U.S, we have an amazing culture, strong financials, and best-in-class company metrics. It’s an exciting time to be part of an extraordinary startup that is already successful, yet still early enough to offer significant growth, equity, and the opportunity to make a real impact. 

What You’ll Own: 

• Act as a trusted and knowledgeable advisor for our customers. Serve as their main point of contact and work with internal teams to resolve conflicts, bugs and issues affecting customers in order to drive timely resolutions 

• Monitor account health by utilizing data, conduct customer usage analysis, track customer success metrics, effectively identifying and addressing potential risks and opportunities.  

• Engage in renewal discussions proactively before escalations or churn risks arise 

• Take a proactive approach to initiate data-driven, targeted campaigns and foster increased customer engagement and bolster product adoption rates  

• Take ownership of challenging customer situations, manage them effectively, see them through to resolution and ensure timely follow-ups 

• Utilize reactive and proactive outreach in addition to developing strategies to work with and speak to all customers in your care on a regular cadence through phone calls and written communication to understand their goals, roadblocks, and ensure their needs are met  

• Identify customer pain points, and work with cross-functional teams to provide effective solutions 

• Seek ways to improve customer satisfaction and raise customer advocacy (NPS), by finding new ways to continuously improve our customers’ experience 

Who You Are: 

• 3+ years in customer-facing roles, customer success/account management, and/or sales experience preferred 

• Highly organized, detail-oriented, skilled in written/verbal communication with strong de-escalation and problem-solving skills 

• Empathetic with a customer-focused approach 

• Self-starter that thrives in an entrepreneurial, fast-paced environment with a proven ability to multi-task and manage multiple projects at a time 

• Quick thinking, fast learning, and solution-oriented, with an ability to think outside the box and see things through to resolution 

• Passion for phone-based customer interactions 

At Pirros, we believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy, genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws. 

Pirros is committed to fair and equitable compensation for all our employees. We thoughtfully consider a wide range of factors when determining individual compensation and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualification and experience. In addition to a competitive base salary, the total compensation package also includes equity and benefits.