Customer Success Manager

Responsibilities

• Own the post-sale relationship for a book of B2B SaaS customers, serving as their main point of contact
• Lead customer onboarding, training, deployment, and ongoing product adoption
• Monitor account health using usage data, customer feedback, and engagement trends to identify churn risks early
• Drive proactive customer touchpoints, including business reviews and adoption campaigns
• Partner with Sales to support renewals and identify expansion opportunities
• Collaborate cross-functionally with Product, Support, and Engineering to resolve customer issues and translate feedback into product signals

Requirements

• 3+ years of experience in B2B SaaS Customer Success, Account Management, or Implementation
• Proven ability to manage the full customer lifecycle, including onboarding, adoption, and retention
• Strong written and verbal communication skills
• Data-driven approach to understanding product usage and account health
• Ability to work effectively with Sales, Product, and Engineering teams
• Highly organized with the ability to manage multiple accounts in a fast-paced startup environment

Preferred Qualifications

• Experience working with architecture, engineering, construction (AEC), or BIM customers
• Experience managing renewals, QBRs, or customer health scoring
• Familiarity with CRM and CS tools such as HubSpot, Salesforce, Gainsight, or Pendo
• Experience building customer playbooks, training materials, or CS processes from scratch

Benefits

• Competitive salary and equity
• Full benefits package
• Unlimited PTO
• High-trust, autonomous culture

About the Company

Pirros is building the intelligence layer for design production. Our AI-powered platform helps architecture and engineering firms manage project knowledge and technical design details, streamlining workflows and accelerating project delivery. Backed by YC and other top-tier investors, Pirros is establishing the system of record for a global $12T+ market.