Customer Success Manager

EIDA Solutions is a fast-scaling construction project management software company, delivering enterprise-grade platforms to some of the world’s most complex capital programmes spanning pharmaceutical, semiconductor, data centre, and large-scale commercial construction. Our customers are global, our projects are high-value, and our Customer Success team sits at the centre of everything we deliver.

We are looking for a Customer Success Manager to join our growing US Customer Success organisation. This is a customer-facing role with direct ownership of a portfolio of accounts, responsible for guiding customers through onboarding and implementation, driving platform adoption, and building the relationships that underpin long-term retention and growth.

You will work within an established delivery framework, supported by senior CSMs and internal technical teams, while taking clear ownership of your customer relationships and the successful progression of your accounts. This is a role for someone who is organised, proactive, and genuinely motivated by helping customers get real value from a product that matters to their business.

Customer Ownership & Relationship Management

• Serve as the primary point of contact for a portfolio of assigned accounts, building strong working relationships with customer project leads, platform administrators, and key stakeholders.

• Own the customer journey across your portfolio from onboarding through to steady-state success, maintaining continuity and accountability throughout.

• Lead regular customer meetings and cadence calls, including onboarding check-ins, implementation progress reviews, and adoption follow-ups, with clear documentation of outcomes and next steps.

• Develop a strong working knowledge of each customer’s business context, project environment, and platform usage to provide relevant, timely guidance and support.

• Act as the internal advocate for your customers, surfacing feedback, risks, and blockers to the wider team and ensuring they are addressed promptly.

Implementation Coordination & Onboarding

• Coordinate the onboarding and implementation process for new customers, working closely with technical and product teams to ensure all setup, configuration, training, and go-live activities are completed on schedule.

• Track implementation progress against agreed milestones, maintaining clear visibility of open actions and following up with internal teams and customers to keep delivery on track.

• Ensure customers understand what to expect at each stage of implementation and are well-prepared for key milestones, reducing friction and building confidence in the process.

• Flag implementation risks or delays early, escalating to senior CSMs or team leads where required, and communicating clearly with the customer throughout.

Adoption & Customer Success

• Monitor platform adoption and usage across your accounts, identifying customers who may need additional support or enablement to get full value from EIDA.

• Work with internal teams to ensure training and enablement activities are delivered effectively and that customers have access to the resources they need to succeed.

• Conduct regular health checks across your portfolio, identifying at-risk accounts early and working with your team lead to develop and execute targeted success plans.

• Contribute to renewal preparation by maintaining up-to-date account records, tracking satisfaction signals, and flagging renewal risk in advance.

Communication & Coordination

• Maintain accurate and timely account documentation including meeting notes, action logs, implementation trackers, and account health status.

• Communicate clearly and professionally with customer stakeholders at all stages, ensuring no customer is left without visibility of progress or next steps.

• Coordinate effectively with internal teams including technical support, product, and implementation to ensure customer-facing commitments are met.

• Escalate issues appropriately and in a timely manner, providing clear context and supporting the resolution process through to completion.

Experience & Background

• 1 to 3+ years of experience in a Customer Success, Account Management, client-facing project coordination, or SaaS onboarding role.

• Experience supporting or coordinating customer onboarding and implementation processes in a software or technology environment.

• Demonstrated ability to manage multiple customer relationships simultaneously, maintaining quality and responsiveness across a portfolio.

• Exposure to complex industries such as construction, engineering, pharma, life sciences, or capital projects is an advantage but not required.

Skills & Competencies

• Strong organisational skills with the ability to track multiple workstreams, deadlines, and stakeholder commitments.

• Clear, professional written and verbal communication skills in English, with confidence in leading customer-facing meetings and calls.

• A proactive, ownership-oriented mindset.

• Comfortable working cross-functionally, coordinating with technical and product teams to deliver outcomes for customers.

• Familiarity with CRM and CS tooling (e.g. Salesforce, Freshdesk or similar) is beneficial.

Other Requirements

• Must be based in the United States and eligible to work without restriction.

• Willingness to travel to customer sites and industry events as required.

• Competitive salary.

• Remote working model when not required to attend client sites or offsite meetings.

• Healthcare and company retirement contribution.

• 20 days annual leave.

• Structured support for professional development and continued learning.

• The opportunity to be part of a scaling, internationally diverse team working on genuinely complex and high-profile projects.

• A culture that values ownership, communication, and getting things done without unnecessary layers.