Enterprise Customer Success Manager

About us

Joist AI helps architecture, engineering, and construction firms streamline marketing and business development workflows through purpose-built AI. As the leading pursuit enablement platform for the AEC industry, our software helps teams accelerate proposals, improve content quality, and gain actionable revenue insights. We partner closely with customers to simplify their demanding workflows and support faster, more efficient pursuit operations.

Job Overview

We’re looking for a motivated and empathetic Enterprise Customer Success Manager to join our team. In this role, you’ll be the go-to person for our clients, ensuring they have the best experience possible with our products. You’ll build strong relationships, provide exceptional support, and help our customers achieve their goals using Joist AI.

Key Responsibilities:

• Strategic Success Planning: Partner with customer leadership to define clear business objectives (KPIs) and build Joint Success Plans. You will move beyond "implementation" to drive long-term adoption and organizational change management within client accounts.

• Executive Business Reviews (EBRs): Lead high-impact quarterly reviews with C-level stakeholders. You will use data and storytelling to demonstrate ROI, highlight wins, and align our roadmap with their future business goals.

• Commercial Growth & Renewals: Own the retention number for your book of business. Proactively identify risk factors early and uncover opportunities for expansion/upsell by mapping our solutions to the client’s evolving challenges.

• Internal Orchestration & Advocacy: Act as the internal "quarterback" for your clients. While you won't resolve every support ticket, you will manage escalations and coordinate resources across Product, Engineering, and Sales to solve complex enterprise-level problems.

• Data-Driven Value Realization: Move beyond tracking "usage" to tracking "value." Analyze engagement data to prescribe specific actions that increase the customer’s operational efficiency and revenue.

• Consultative Enablement: Instead of basic "how-to" training, provide consultative guidance on industry best practices (AEC workflows) to help clients maximize the platform's potential.

• Voice of the Customer (VoC): Translate complex enterprise feedback into actionable insights for our Product team, ensuring the roadmap reflects the needs of our highest-value customers.

Who You Are

• 7+ years of experience in Enterprise Customer Success, Account Management, or strategic consulting. Experience within the AEC (Architecture, Engineering, Construction) industry is a strong differentiator.

• Strategic Navigator: You have a proven track record of navigating complex organizational structures, mapping stakeholders, and driving adoption across large-scale enterprises.

• Executive Presence: You possess the confidence and polish to serve as a Trusted Advisor to the C-Suite. You can articulate value propositions, challenge the status quo, and align our solution with their high-level business goals.

• Commercial & Strategic Acumen: You move beyond "completing tasks" to owning outcomes. You are experienced in managing retention, identifying expansion opportunities, and driving Net Revenue Retention (NRR).

• Exceptional Communicator & Storyteller: You are proficient in crafting high-impact Business Reviews (BRs) and presentations.

• Data-Driven Problem Solver: You embrace critical thinking in fast-paced environments, using data to identify risk, forecast trends, and proactively propose solutions before problems arise.

• Tech-Savvy: Strong proficiency in generative AI tools (ChatGPT, Claude, etc.) and the ability to leverage RevOps tools to optimize the customer journey.

Why Join Us?

• Innovative Environment: Be part of a forward-thinking company that’s changing the AEC industry.

• Supportive Team: Work with a friendly, dedicated team that values collaboration and mutual support.

• Growth Opportunities: We’re growing, and we want you to grow with us. There are plenty of opportunities for advancement and professional development.

• Fantastic Benefits

• Competitive salary and performance-based bonuses.

• Unlimited PTO including paid holidays

• Excellent health care coverage, including free* vision, dental and life insurance.

• New computer equipment plus workstation/technology allowance