Customer Success Manager - BOSTON

HYBRID / PERMANENT / FULL-TIME / BOSTON AREA

Who are we

At Qflow we’re on a mission to transform one of the world’s most impactful industries: Construction. We’re providing easily captured, data-driven insights, empowering the industry to make better decisions. In turn, we’re ultimately delivering increased quality, efficiencies, savings, and cost and risk avoidance. Our team combines construction experience with software engineering, artificial intelligence, and cutting-edge data science to deliver real-time alerts to risks and opportunities during construction.

Having established our one-of-a-kind solution as a ‘must have’ tool for the major Tier 1 contractors in the UK, we’re also building a strong book of business with key logos in the US and internationally. Deployed across $billions worth of projects worldwide, our revenues are expected to double over the course of 2025.

We are seeking a talented Customer Success Manager who is eager to contribute to our mission to power the construction industry to build better... If you are passionate about the industry, or just data and quality in general, you believe that with cutting-edge technology we can address tangible issues, you value transparency, possess tenacity, and encourage collaboration and curiosity within your team, this opportunity is tailor-made for you.

In supporting our Boston-based North America Lead, you will need to be equally adept or experienced in supporting the sales process and early outreach. Candidates well-versed in construction and/or technical B2B SaaS software sales will therefore be highly valuable.

Your team and your role

We’re looking for someone to support our team on the ground in the United States, to take ownership of direct existing customer relationships as well as support the current sales team in every way possible to build pipeline and deliver against our steep goal trajectory.

This role plays a critical part in our international expansion, in a market that offers a significant opportunity for growth.

As the first in this role, you’ll require high energy, adaptability, and a level of conscientiousness and task ownership that delivers fast results. Not just someone with a “can do” attitude, but furthermore a “will do, have done” mindset.

You’ll be working in our Commercial team, collaborating closely with Sales, Marketing and Product teams, and reporting to the Growth Director.

Customer relationships

• Utilize a variety of different outreach techniques and experience to book meetings and demonstrations with potential new customers for our sales team
• Work closely with the sales team to nurture existing pipeline through strategic communication and account mapping
• Attend in-person meetings, trade shows and events to raise awareness and further develop the pipeline
• Implement customer onboarding and training activities, working closely with customers during that time to understand their key business goals
• Build and maintain deep, long-term relationships with existing customers, fostering trust and loyalty while positioning yourself as a strategic, trusted advisor
• Be the primary point of contact for existing customers, managing their needs and concerns in a professional manner, ensuring high levels of customer satisfaction, retention, and long-term success.
• 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.
• Utilize 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 maximize 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

Remote-first team, with in-person collaboration and travel for meetings, events as required

⏩ Clear progression pathways

️ 20 days PTO & Sick pay, plus the federal holidays

Medical, dental & visual insurance (employee only, family at cost to employee)

Retirement account likely 401k

We’ll offset your annual carbon footprint on your behalf via Ecologi

Learning & development and career progression opportunities

Company social events (online and in person!)

Our promise

Creating an environment where everyone feels valued, respected and heard is at the forefront of everything we do. We are committed to providing equal employment opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.

We created a culture that extends to all aspects of our operations, including step-free access, as we believe that everyone should have equal opportunities to access our facilities, services, and digital platforms.

Important Notice: No Recruitment Agencies

We kindly request that recruitment agencies refrain from contacting us regarding this job posting. We are solely interested in direct applications from candidates. Any unsolicited communication or resumes received from agencies will not be considered or acknowledged. We encourage candidates to apply directly through the provided application process. Thank you for your understanding.