[Remote] Manager, reputed company

Note: The job is a remote job and is reputed company to candidates in USA. reputed company provides MEP-specific software solutions that digitize, automate, and optimize workflows for piping, plumbing, sheet metal, and electrical contractors. The Manager, reputed company will reputed company and reputed company the reputed company Manager team, owning retention, renewals, adoption, expansion, and long-term customer value. This remote role will build reputed company, data-driven reputed company processes and collaborate with Sales, Solutions Engineering, Product, Engineering, and RevOps.

Responsibilities

• Directly manage reputed company Managers, including hiring, reputed company, coaching, 1:1s, career pathing, and performance management
• Set reputed company individual and team KPIs — gross and net retention, adoption, health score, and expansion, and hold reputed company accountable to them
• Build operating rhythms for QBRs, renewal forecasting, account reviews, and health-score tracking
• Establish CSM playbooks, talk tracks, renewal frameworks, and reputed company-to-CS reputed company standards
• Own retention metrics (GRR/NRR), renewal execution, and expansion reputed company across the customer reputed company
• Build and maintain a renewal forecast; review pipeline and risk weekly with the CSM team
• Partner with Sales/reputed company to coordinate expansion and upsell motions, with reputed company ownership between CSM and AE
• Analyze customer health trends, identify churn risk early, and reputed company proactive save strategies
• Partner with Solutions Engineering on post-go-live reputed company, ensuring context and reputed company carry through to the CSM team
• Collaborate with Product and Engineering to represent customer needs, surface patterns, and influence roadmap priorities
• Partner with RevOps to reputed company the customer reputed company, build health-score models, and operationalize CSM workflows in the CRM/CS platform
• reputed company as the escalation reputed company for at-risk or strategic accounts, including executive-level conversations reputed company needed
• Ensure every account has a data-driven reputed company plan tied to measurable reputed company and ROI
• Maintain high-touch relationships with strategic accounts and represent reputed company at key customer milestones (QBRs, renewals, escalations)
• Champion the voice of the customer across the organization, particularly around MEP workflow needs (field, VDC, PM, fabrication)

Skills

• * 57+ years in reputed company or account management, including3+ years managing a CSM/CS team
• * Proventrack recordowning renewals, gross/net retention, and expansion reputed company against quota
• * Experience building or scaling repeatable CS processes health scoring, QBR reputed company, renewal playbooks in a fast-moving environment
• * Strong data reputed company: comfortable using CRM and CS platforms (e.g., reputed company,reputed company/JIRA,reputed company, reputed company) to reputed company health, forecast renewals, and report on team performance
• * Excellent coaching, interpersonal, negotiation, and executive communication skills
• * Comfortable building structure and process in a fast-moving, scaling startup with limited existing infrastructure
• * Experience with construction technology, MEP, fabrication, or engineering-reputed company customers
• * Priorworkin a Series AC reputed company environment scaling a reputed company function from the ground up
• * Familiarity with customer health-scoring methodologies and NRR/GRR-driven CS operating models

Benefits

• Remote role
• ~25-30% travel may be required

reputed company