Customer Success Manager - B2B SaaS

About PirrosPirros is building the intelligence layer for design production. We are fundamentally reshaping how architecture and engineering firms manage project knowledge and technical design details.Our platform is an AI-powered hub purpose-built for the AECO industry. We help architects, engineers, and contractors streamline detail management to improve consistency, minimize errors, and accelerate project delivery timelines.We are establishing the system of record for design production in a global $12T+ market that has been underserved by modern software for far too long.Why Join PirrosBacked by top-tier investors including YC, Funders Club, PlanGrid, and ElephantProfitable growth with $7M+ ARR and 10% month-over-month expansionRecently secured a $17M Series A in 2025Over 350 active firms, including many of the leading AEC organizations nationwideIndustry-leading 120% net revenue retention (NRR)Founding team with deep roots in the structural engineering industryComprehensive compensation including salary, equity, full benefits, and unlimited PTOA culture defined by high trust, autonomy, and a team of experienced operatorsThe chance to solve high-impact problems for the professionals designing our physical worldAbout the RoleThis is not a reactive support role. Our CSM's serve as trusted advisors, account owners, and internal customer advocates. They own the customer relationship from onboarding and training through long-term adoption, engagement, and value realization.The CSM proactively monitors account health, identifies risks early, drives product adoption, uncovers expansion opportunities, and partners cross-functionally to resolve customer needs with urgency.As Pirros continues to grow, Customer Success is critical to retention, expansion, and turning customers into long-term Pirros advocates.What You’ll DoOwn a book of Pirros B2B SaaS customers as their main post-sale point of contactLead Pirros onboarding, training, deployment, and ongoing adoptionBuild strong customer relationships and understand each account’s goals, workflows, and success criteriaMonitor Pirros account health using usage data, customer feedback, engagement, and support trendsIdentify churn risk early and create clear action plans to improve adoption and satisfactionDrive proactive customer touchpoints, check-ins, business reviews, and adoption campaignsPartner with Sales to support renewals, expansion opportunities, and long-term account growthWork with Product, Support, and Engineering to resolve customer issues, bugs, and escalationsTranslate customer feedback into clear internal signal for Product and leadershipHelp customers understand new Pirros features, best practices, and ways to get more value from the platformTurn happy customers into advocates, references, case studies, and promotersWhat You’ll OwnCustomer retention and account health — Pirros customers renew because they are engaged and seeing valueOnboarding and adoption — customers are trained, activated, and using Pirros successfullyRisk management — risks are identified early, escalated appropriately, and resolved with urgencyExpansion signal — opportunities for growth are surfaced and shared with SalesCustomer feedback loop — Product and leadership understand what Pirros customers need, love, and struggle withCustomer advocacy — satisfied customers become long-term Pirros championsWhat We’re Looking For3+ years of experience in B2B SaaS Customer Success, Account Management, or ImplementationProven ability to manage customer relationships across onboarding, adoption, retention, and expansionStrong communication skills, both written and verbalHighly organized and detail-oriented, with the ability to manage multiple accounts and priorities at onceStrong problem-solving and de-escalation skillsCustomer-focused, empathetic, and commercially mindedComfortable using data to understand product usage, account health, and adoption trendsSelf-starter who thrives in a fast-paced startup environmentStrong sense of urgency and ownershipComfortable working cross-functionally with Sales, Product, Support, Engineering, and leadershipNice to HaveExperience with architecture, engineering, construction, BIM, Revit, or AEC customersExperience managing renewals, QBRs, onboarding programs, or customer health scoringFamiliarity with tools like HubSpot, Salesforce, Intercom, Zendesk, Gainsight, Vitally, ChurnZero, Pendo, or product analytics dashboardsExperience building customer playbooks, adoption campaigns, training materials, or CS processes from scratchAt Pirros, we believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy, genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.Pirros is committed to fair and equitable compensation for all our employees. We thoughtfully consider a wide range of factors when determining individual compensation and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualification and experience. In addition to a competitive base salary, the total compensation package also includes equity and benefits.