Mid-Market 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 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:

• Client Onboarding: Guide new customers through the onboarding process, ensuring a smooth transition and quick adoption of our products.

• Customer Support: Address customer inquiries and issues promptly and effectively, providing solutions and guidance.

• Relationship Management: Build and maintain strong, long-lasting relationships with clients, understanding their needs and helping them succeed.

• Product Knowledge and Training: Conduct training sessions and webinars to educate customers on the best practices and features of Joist AI, and work closely with our product development team to understand our services and value propositions.

• Feedback Loop: Gather customer feedback and work closely with our product team to drive continuous improvement.

• Performance Tracking: Monitor customer usage and success metrics to identify areas for growth and improvement.

• Proactive Outreach: Regularly check in with customers to ensure they’re getting the most out of our products and services.

Who You Are:

• A minimum of 5+ years relevant experience in (or combination of) AEC marketing, customer success or account management. AEC experience is a plus.

• Demonstrated "self-starter" with a history of completing tasks with limited oversight.

• Experience working with and desire to work directly with customers.

• Proficiency in Adobe Creative Suite (primarily InDesign), Adobe Acrobat, Microsoft Office Suite and previous experience with CRMs.

• Proactive mindset with excellent organizational and time management skills

• Ability to think critically and problem solve in fast changing environments

• Experience building relationships and communicating at the executive level

• Bonus points if you have experience in the construction industry.

• Tech-Savvy: Strong proficiency in generative AI tools (ChatGBT, 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