Customer Success Manager

Cohesion builds the software, AI, and advisory services that connect people, systems, and spaces in commercial real estate: access control, smart maintenance, tenant experience, and energy management, all from one platform.

The Customer Success Manager owns post-implementation customer outcomes, from go-live through renewal readiness. You drive adoption, value realization, retention, and ongoing satisfaction through structured success planning, operational alignment, and proactive support coordination.

You partner closely with customer stakeholders and internal teams across Support, Product, Engineering, and Delivery. You keep relationships strong, surface risks early, and make sure customers see measurable business outcomes from Cohesion.

This is a fast-paced startup environment. Our hours are not always standard, but we believe strongly in flexibility, autonomy, and ownership. The ideal candidate is hungry, curious, and energized by ambiguity, with strong instincts for connecting product usage to real-world building operations.

• Serve as the primary customer owner after implementation handoff and keep an up-to-date stakeholder map.
• Set up and run communication rhythms, including working sessions, status check-ins, and executive touchpoints.

• Build and run Customer Success Plans that define outcomes, prioritized use cases, KPIs, adoption milestones, and business review cadences.
• Partner with customers to track value and keep the work aligned to their operational goals.

• Drive user enablement through training, documentation, best practices, and operational workflow support.
• Spot adoption risks early and create intervention plans to close gaps in usage, engagement, or process.

• Coordinate escalations, incident communications, and SLA-related updates for operational issues, working alongside Support.
• Advocate internally for customer needs and prioritize resolutions based on customer impact.

• Collect feedback, identify themes, and turn customer needs into actionable insights for Product and Engineering.
• Close the loop with customers on progress, release updates, and workarounds when needed.

• Monitor account health signals, including usage, ticket trends, engagement, and satisfaction.
• Run proactive outreach plans to address risk and improve customer health.

• Facilitate QBRs and EBRs, report on KPIs, and align stakeholders on roadmap, releases, and outcomes.

• Identify and document expansion opportunities and product fit gaps, then route them to the right commercial owner (Sales, AE, or AM) for pricing and contracting.
• Customer Success Plan (outcomes, KPIs, adoption milestones).
• Stakeholder map and communications cadence.
• Adoption and enablement plan (training schedule, materials, onboarding for new users).
• Health reporting (usage, support trends, risks, renewal readiness signals).
• Q  and E  materials and KPI reporting.
• Escalation communications plans for major incidents, as needed.

• Project managing the implementation, which the Implementation Project Manager owns.
• Writing statements of work or managing implementation cutovers.
• Contract negotiation, renewals execution, or pricing, which Sales, Rev Ops, or Account Management own.

• 4+ years of experience in customer success, account management, implementation follow-through, or a related client-facing role in SaaS or technology-enabled services.
• Proven ability to drive adoption and measurable value outcomes across a portfolio of accounts.
• Strong customer communication and stakeholder management skills, including comfort working with senior leaders.
• Experience translating customer goals into success plans with KPIs, milestones, and executive business reviews.
• Ability to coordinate cross-functional teams and handle escalations with calm judgment and clear communication.
• High attention to detail, strong operational rigor, and comfort managing competing priorities in a fast-paced environment.
• Experience with CRM, customer success, and support tools (Gainsight, Catalyst, Zendesk, Salesforce, , or similar).

• Experience in smart building technology, proptech, enterprise SaaS, or operational technology environments.
• Familiarity with security, access control, or building operations…