Customer Success Manager Job

Main Duties

- Act as the primary liaison with clients, ensuring successful onboarding, training, and adoption of Augvator’s AR construction guidance platform.
- Collect and document client feedback on AR features, BIM integrations, and usability; translate insights into requirements for the product and engineering teams.
- Develop client success strategies, including training sessions, support materials, and tailored workflows for construction firms, project managers, and contractors.
- Maintain long-term relationships with enterprise clients, ensuring high satisfaction, renewals, and opportunities for upselling or expanded subscriptions.
- Monitor client platform usage and proactively address risks of churn by offering solutions, training, or upgrades.
- Prepare reports and success metrics (adoption rates, usage analytics, and ROI impact) to demonstrate value to customers.
- Coordinate with sales, marketing, and QA teams to ensure seamless delivery of services, continuous improvement, and alignment with client needs.
- Resolve escalated issues and oversee customer support escalation paths, ensuring timely solutions and maintaining trust.

Requirements

- Bachelor’s degree in Business Administration, Engineering, Computer Science, or related field.
- 2–3 years of experience in customer success, account management, or enterprise client services (preferably in SaaS, AR/VR, or construction tech industries).
- Strong understanding of construction workflows, BIM systems, or digital tools for project management is an asset.
- Excellent communication, presentation, and negotiation skills with a client-focused mindset.
- Ability to analyze client usage data and translate it into actionable success strategies.
- Familiarity with CRM systems (e.g., HubSpot, Salesforce) and customer success tools.
- Proven ability to manage multiple accounts simultaneously and deliver measurable improvements in customer outcomes.

Augvator is a pioneering Canadian technology company dedicated to revolutionizing the construction industry with advanced Augmented Reality (AR) solutions.