Senior Customer Success Manager

Construction is the 2nd largest industry in the world (4x the size of SaaS!). But unlike software (with observability platforms such as AppDynamics and Datadog), construction teams lack automated feedback loops to help projects stay on schedule and on budget.Â Without this observability, construction wastes a whopping $3T per year because glitches arenât detected fast enough to recover.

Doxel AI exists to bring computer vision to construction, so the industry can deliver what society needs to thrive. From hospitals to data centers, from foreman to VPs of construction, teams use Doxel to make better decisions everyday. In fact, Doxel has contributed to the construction of the facilities that provide many of the products and services you use everyday.

Weâre at an exciting stage of scale as we build upon our growing market momentum. Our software is trusted by Shell Oil, Genentech, HCA healthcare, Kaiser, Turner, Layton and several others. Join us in bringing AI to construction!

You will be joining as a foundational member of Doxel's Customer Success Team serving as a true brand ambassador at the forefront of all customer needs.Â Our mission is to help customers drive the most value from our product.Â

This will involve:

- Partnering directly with Doxelâs strategic customersâ key stakeholders to demonstrate and prove the impact of Doxelâs products and services

- Foster trust, adoption, and expansion to Doxelâs platform while delivering unparalleled value to our customers

- Creating high-impact executive-level presentations that expand business opportunities

- Engage and influence senior decision-makers to expand our footprint and deepen customer investment in Doxel.Â

The ideal candidate for this role is a customer success professional with a strong background in strategic account management, executive engagement, and revenue growth within a high-growth B2B SaaS environment.

How youâll contribute:

Lead Customer Engagement & Growth

Act as a subject matter expert on Doxelâs products, providing training across multiple customer personas.

Lead Monthly and Quarterly Business Reviews (MBRs/QBRs) with executive stakeholders.

Gather, analyze, and action customer feedback, pain points, and trends based upon leading and lagging indicators to improve product adoption.

Proactively identify expansion, upsell, and renewal opportunities within your portfolio.

Drive Customer Success and Utilization

Guide customers through trust, adoption, and expansion to drive strategic growth

Become a trust advisor, helping customers to solve key organizational challenges and optimize workflowsEnsure customers fully utilize their subscription commitments towards ultimately exceeding usage thresholds to unlock growth

Build Executive Relationships and Strategic Partnerships

Cultivate strong relationships with senior and executive leadership at our customers to create strategic alignment and build long term partnerships

Partner with key stakeholders to expand our footprint and uncover new opportunities

Develop executive champions within our customers to create advocacy, renewals, and referrals.Â

Create Executive-Level Collateral & Presentations

Collaborate and build data-driven, visually compelling collateral that enables leadership to make informed decisions with Doxel data.

Discover and present strategic insights that help strengthen partnerships and expand business opportunities.

Own Operational Execution

Roll up your sleeves to document feature requests, minor bug reports, and technical escalations to Doxelâs R&D team.Â

Create, update, and maintain best practices, FAQs, and playbooks to ensure a seamless customer experience.

Urgently escalate and resolve high-priority customer issues to drive retention and satisfaction.

Who You Are:

Experience & Skills Required:

6+ years of experience in customer success or sales at a high-growth B2B SaaS company, with a strong focus on account expansion, renewals, and upsells.

Demonstrated success in managing strategic accountsâyou have built and maintained relationships with executive stakeholders, driven adoption, and contributed to measurable revenue growth.

Exceptional communication and presentation skillsâyou can distill complex insights into clear, compelling narratives that resonate with C-suite executives.

Proven ability to cultivate strong relationships with senior and executive leadershipA results-oriented problem solverâyou take a proactive approach to identifying challenges and implementing effective solutions.

Ability to thrive in fast-paced, high-growth environmentsâyou are adaptable, resilient, and comfortable navigating change.

Proven expertise in driving product adoption and retention, ensuring customers maximize their investment and achieve their business goals.

Strong experience with strategic account planning and mapping white space, including identifying and capitalizing on opportunities.

Willingness and ability to travel 50%+ to engage with key customer stakeholders and strengthen relationships.

Preferred Qualifications (Nice to Have, but Not Required):

5+ years of experience in the commercial construction industry (e.g., project engineer, project manager, scheduler, superintendent).

Strong understanding of general contractor workflows and industry-specific challenges.

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Senior Customer Success Manager

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