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Customer Success Manager
4 hours ago
Overview As Mechasys aggressively scales rapidly from Series A to market dominance, we are looking for a Customer Success Manager (CSM) to anchor our North American expansion. You will ensure that General Contractors and Trade Contractors (Mechanical, Electrical, Drywall) achieve immediate ROI with the XR Projector. Unlike a traditional support role, this is a high-impact field adoption role. You will bridge the gap between complex BIM/VDC teams and the reality of the job site, ensuring that our technology replaces manual layout methods across the continent. Responsibilities Strategic Onboarding & Rapid Activation Lead "boots-on-the-ground" onboarding for enterprise clients across the US and Canada. Bridge the technical gap: Translate BIM/CAD data into actionable field projection workflows for non-technical field crews. North American Specific: Ensure seamless transition and proficiency between Imperial (ft/in) and Metric units for cross-border or US-based projects. Expansion & Account Growth (Land & Expand) Treat every deployment as a seed for expansion. Monitor usage data to identify opportunities to upsell from single-unit pilots to fleet-wide enterprise agreements. Partner with the Account Executives to drive renewals and identify expansion opportunities within existing General Contractor accounts. KPI Ownership: You are responsible for Net Dollar Retention (NDR) and reducing Time-to-Value (TTV) for new clients. Field Expertise & Technical Advocacy Act as the subject matter expert on North American construction workflows (e.g., Unionized labor dynamics, OSHA safety standards). Provide feedback to Engineering regarding specific US/Canada site challenges (e.g., environmental conditions, specific CAD software integrations like Autodesk Construction Cloud/Procore). Distributor Enablement Support our North American dealer network (e.g., transit/surveying dealers) by providing Tier 2 support and "train-the-trainer" sessions to their local field reps. Qualifications Experience: 3–5 years in Customer Success, Field Engineering, or Technical Sales within Construction Tech (ConTech), Surveying, or Robotics. Technical Stack: Proficiency with CAD/BIM software (Revit, AutoCAD, Navisworks) and familiarity with Total Stations (Trimble/Leica) or Laser Scanning. Industry Knowledge: Deep understanding of North American job site dynamics, including familiarity with Unions and the GC/Subcontractor relationship. Languages: English: Native/Professional Fluency (Required). Spanish: Strong Asset (Critical for field communication in the US Southern/Western markets). French: Asset (For Quebec-based clients/HQ interaction). Success Metrics Net Dollar Retention (NDR): >110% (Expansion revenue). Churn Rate: 110 % (revenus d’expansion). Taux d’attrition :
