REMOTE FIRST / PERMANENT / FULL-TIME

Who are we?

At Qflow we’re on a mission to transform one of the world’s most pollutive industries: Construction. We help them cut waste and reduce their carbon emissions by providing construction and development teams with the data driven insights they need to deliver productive, profitable, and sustainable projects. Our team combines construction experience with software engineering and cutting edge data science to deliver real-time alerts to risks and opportunities during construction.

After successfully raising an oversubscribed Series A investment round, our Customer Success team is now growing. We are seeking a talented Customer Success Manager who is eager to contribute to building a sustainable future. If you are passionate about sustainability, believe that with cutting-edge technology we can address tangible issues, you value radical transparency, unstoppable tenacity and encourage collaboration and curiosity within your team, this opportunity is tailor-made for you.

Your team and your role

We’re looking for someone to take ownership of direct customer relationships and maximize the success of those relationships by understanding how customers are utilizing Qflow’s product portfolio to achieve their desired outcomes. With both a client and technical focus, this role plays a critical part in translating customer needs into technical solutions.

This is an exciting opportunity to shape and lead the way for sustainability in the construction industry in the US. As our second hire in the US and our first Customer Success Manager in the region, you will have the unique chance to create processes from scratch, establish best practices, and set the foundation for how we deliver value to our growing customer base. You will collaborate closely with our UK-based Customer Success Managers, sharing insights and strategies to ensure global success.

You’ll be part of our Commercial team, working alongside Sales, Product, and Engineering teams, and reporting to the Growth Director.

Customer relationships

• Build and maintain deep, long-term relationships with customers, fostering trust and loyalty while positioning yourself as a strategic, trusted advisor.
• Be the primary point of contact for customers, managing their needs and concerns in a professional manner, ensuring high levels of customer satisfaction, retention, and long-term success.
• Implement customer onboarding and training activities, working closely with customers during that time to understand their sustainability and business goals.
• Collaborate with other internal teams to ensure customers receive the best possible experience.
• Position Qflow as a strategic partner, not just a software vendor, by contributing to the customer’s overall business success.

Value realisation

• Conduct regular customer reviews, to ensure they are maximising the value of Qflow, helping customers to achieve their desired outcomes through the effective use of Qflow’s products.
• Close collaboration with the Commercial team to ensure other team members are empowered with accurate customer insights, supporting the expansion of accounts, and working to mitigate customer risks.
• Utilise customer data, usage metrics, and trends to identify patterns, and proactively address customer needs or opportunities for enhancement.
• Gather data and work collaboratively with customers to produce case studies (with quantified value) of customer successes.
• Work with leadership team to develop customer success strategies and identify risks/opportunities within our portfolio.

Your skills

• Proven track record in customer success role within a SaaS organisation ideally in the Contech sector (construction, engineering, sustainability or a related industry).
• Project management skills, with the ability to manage client relationships in different parts of the organisation.
• Experience managing a portfolio of clients with responsibility for upselling and conducting contract reviews.
• Excellent communication and interpersonal skills, with the ability to build and maintain relationships with key clients and stakeholders.
• Commercial mindset; understanding that our ultimate goal is to unlock value for our customers.
• Experience in successful cross-functional team collaboration to maximise customer experience and business opportunities.
• Passion for delivering exceptional customer experiences and contributing towards making construction a more sustainable place for everyone.
• Proficient in utilising various tools and platforms to manage client requests (Hubspot / Zendesk/Monday.com

Our offer

Competitive salary with a performance based commission plan

Remote-first team

Company laptop and tools

? 20 days PTO & Sick pay, plus the federal holidays