Customer Success Manager

Locusview is a global growth stage SaaS startup in the digital construction management space that enables infrastructure organizations to scale execution and optimize their capital investments. Our platform leverages mobile, web, and hardware technologies to create guided workflows in the field and back offices to optimize safety and efficiency at all stages of long-cycle work from planning to execution and close-out.

We're seeking a motivated Customer Success Manager Reporting to the Director of Customer Success. Your role as a Customer Success Manager is to own and grow the relationship of a portfolio of accounts comprised of utility customers and their contractors. Your goal is to bring Locusview's innovations and capabilities to our customers to drive value, adoption, expansion, and satisfaction of your book of business.

What You’ll Do: 

The CSM plays a crucial role throughout the customer journey to ensure the customer receives and exceeds the value drivers and KPIs discovered throughout the customer journey. Throughout this customer journey, the CSM is responsible for and expected to:

• Become an expert in Locusview technology and offerings to evangelize the benefits and value proposition of Locusview technology and offerings.
• Develop and nurture solid, long-term relationships with stakeholders of all levels, including your customers' contractors and field users, to become their strategic advisor.
• Retain and monitor excellent customer health and health metrics to achieve renewable and referenceable customer outcomes.
• Maintain ARR targets and exceed net retention goals through lead generation, upsell opportunities of new functionalities, offerings, and customer business strategies of your book of business; sync with the Sales team on future initiatives, expansion opportunities, and the overall customer relationship.
• Support Finance and Accounting with renewals and accounts receivable targets.
• Build customer success strategies and customer success plans to foster adoption and increase consumption of Locusview offerings among the user base.
• Collect and analyze customer metrics; be the voice of the customer for Product/Engineering, Marketing, Professional Services, bottom-up planning, and Locusview as a whole.
• Drive strategic touchpoints with customers through Customer Business Reviews, user groups, field visits, and Product/Engineering user experience sessions.
• Sync with Project Managers and Solution Architects within Professional Services on customer requirements, project milestones, key deliverables, and future expansion needs to ensure the continued success and adoption of the Locusview platform.
• Willingness to travel, estimated 25%+.

Requirements

• 5+ years working with large enterprise customers in Customer Success, Account Management, or a related field.
• Experience in the utility industry (gas/electric preferred), GIS / GPS / geospatial technology and tools, or mobile/field data collection solutions. 
• Strong understanding of SaaS, Customer Success processes, customer lifecycle, and the customer journey.
• Experience with Customer Success and CRM platforms and best practices such as HubSpot, Totango, and Vitally. 
• Proven capability to handle executive-level stakeholders and drive complex projects to success.
• Strategic thinker with strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills, both internally and externally.
• Ability to work independently and as part of a team.
• Local to the Greater Chicago Area and open to working in a hybrid model.