Customer Success Manager

Cohesion is a smart building technology company offering a suite of software products, AI solutions, and advisory services that integrates people, systems, and spaces for real estate, providing seamless solutions for modernized security access control, smart maintenance, enhanced people experiences, and energy management.

The Customer Success Manager is responsible for owning post-implementation customer outcomes from go-live through renewal readiness. This role drives adoption, value realization, retention, and ongoing satisfaction through structured success planning, operational alignment, and proactive support coordination. You will partner closely with customer stakeholders and internal teams across Support, Product, Engineering, and Delivery to maintain strong relationships, surface risks early, and ensure customers are realizing measurable business outcomes from Cohesion.

• Customer relationship ownership (post-go-live)
• Serve as the primary customer owner after implementation handoff and maintain an up-to-date stakeholder map.
• Establish and run communication rhythms including working sessions, status check-ins, and executive touchpoints.
• Success planning and value realization
• Build and execute Customer Success Plans that define outcomes, prioritized use cases, KPIs, adoption milestones, and business review cadences.
• Partner with customers to track value and ensure ongoing alignment to operational goals.
• Adoption, enablement, and product utilization
• Drive user enablement through training, documentation, best practices, and operational workflow support.
• Identify adoption risks early and create intervention plans to address gaps in usage, engagement, or process.
• Support and SLA coordination (ongoing operations)
• Coordinate escalations, incident communications, and SLA-related updates for operational issues without replacing Support.
• Advocate internally for customer needs and resolution prioritization based on customer impact.
• Voice of customer and product feedback loop
• Collect feedback, identify themes, and translate customer needs into actionable insights for Product and Engineering.
• Close the loop with customers on progress, release updates, and workarounds when needed.
• Operational health monitoring
• Monitor account health signals including usage, ticket trends, engagement, and satisfaction.
• Run proactive outreach plans to address risk and improve customer health.
• Business reviews and executive alignment
• Facilitate QBRs and EBRs, report on KPIs, and align stakeholders on roadmap, releases, and outcomes.
• Expansion identification (non-commercial)
• Identify and document expansion opportunities and product fit gaps, then route to the appropriate 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.

Out of Scope (unless your org explicitly assigns it):

• Project managing the implementation (owned by the Implementation Project Manager).
• Writing statements of work or managing implementation cutovers.
• Contract negotiation, renewals execution, or pricing (owned by Sales, Rev Ops, or Account Management as defined).

• 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 navigate 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 using CRM, customer success, and support tooling (Gainsight, Catalyst, Zendesk, Salesforce, , or similar).

• Experience working in smart building technology, proptech, enterprise SaaS, or operational technology environments.
• Familiarity with security, access control, or building operations concepts.
• Experience partnering with Product and Engineering on customer feedback loops and roadmap inputs.
• Comfort interpreting product usage data to identify trends, risks, and growth opportunities.