Customer Success Team Manager

4 hours ago

Montreal, Quebec, Canada Snatch UP Jobs Full time

Who we are

We are pioneering a new category in the real estate industry with the first-ever Architectural

AI platform. By automating and democratizing architectural capabilities, we empower

stakeholders - non-designers and designers alike - to plan, visualize, and optimize any

space in minutes.

This innovation eliminates delays, manual inefficiencies, and high costs traditionally tied to

architectural planning.

Growing rapidly, we are backed by top-tier VCs and have already planned over 600 million

square feet in less than two years, serving global industry leaders such as Brookfield, JLL,

Skanska, IWG, and many more.

The Role

We are looking for a hands-on Customer Success Team Manager to lead our US Customer

Success team and actively manage key customer relationships. This is a player-coach role,

combining people management with direct customer ownership.

You will be responsible for ensuring customers are successfully onboarded, trained, and

continuously extracting value from the platform, while also supporting and guiding the

team in their daily work. This role requires strong product knowledge, attention to detail,

and the ability to step in wherever needed.

This position is US-based, remote

What You Will Do

● Manage, mentor, and support Customer Success Managers in their day-to-day

work.

● Act as the primary escalation point for customer issues and requests.

● Review customer interactions, provide feedback, and help resolve blockers.

● Ensure consistent execution of onboarding, training, and support processes.

● Monitor customer usage, adoption, and engagement across accounts.

● Collect and communicate customer feedback directly to Product and Operations.

● Support pre-sales and post-sales conversations when deeper product expertise is

required.

Who You Are

● A hands-on leader who enjoys working directly with customers.

● Experience managing or mentoring customer-facing teams while carrying your own

book of business.

● Excellent written and verbal communication skills in English – must.

● Comfortable working with global customers across different regions and cultures.

● Highly organized, detail-oriented, and proactive in problem-solving.

● Background in architecture or design – a plus.

● Additional languages such as French, Japanese, or Korean are a plus.

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