Customer Success Manager

Pay Range: $100,000 - $120,000 annually

Position

Reports To:

Director of Customer Experience

Sensera Systems Inc. is a leading provider of jobsite intelligence software. Our cutting-edge platform integrates seamlessly with field hardware to deliver real-time visual data, predictive analytics, and remote monitoring capabilities directly to commercial construction leaders. By turning raw jobsite data into actionable project intelligence, we empower general contractors and developers to dramatically improve safety, efficiency, and risk management. We are seeking an experienced, proactive Customer Success Manager to join our growing division and protect, nurture, and expand our critical customer partnerships.

The Customer Success Manager (CSM) will serve as a trusted, high-value strategic partner to our largest and most complex enterprise accounts. This is not a reactive account coordination role; we are looking for a forward-thinking professional who anticipates customer needs, uncovers potential friction points well in advance, and engineers proactive solutions before they impact operations.

Your mission is to make the customer experience entirely seamless across your book of business. By deeply embedding yourself as an extension of the client's team, you will maximize platform adoption, articulate clear ROI, and cultivate long-term, valuable partnerships that naturally drive retention and expansion.

• Act as the dedicated executive sponsor and trusted advisor to our largest customers, aligning our software’s capabilities with their evolving business goals.
• Maintain a strictly proactive cadence with accounts, continuously analyzing utilization trends and system health metrics to address potential roadblocks before the customer ever experiences them.
• Orchestrate a completely seamless end-to-end customer journey, removing friction across onboarding, deployment, daily utilization, and system expansion.

• Build and sustain deep, multi-level relationships with operational stakeholders, field superintendents, and C-suite executives across the customer’s organization.
• Conduct high-impact, consultative business reviews that focus on delivering tangible business value, sharing predictive insights, and proving platform ROI.
• Educate enterprise partners on advanced workflows, new product capabilities, and software updates, ensuring they consistently extract maximum value from our jobsite intelligence ecosystem.

• Manage the end-to-end customer renewal process for your assigned accounts, establishing an early, proactive runway for terms and conditions reviews, software subscriptions, and hardware renewals.
• Identify net-new expansion and upsell opportunities by deeply understanding the customer's scaling roadmap and project pipeline.
• Partner with internal Product, Sales, and Marketing teams to funnel customer feedback directly into our innovation pipeline and secure strategic customer case studies.

• 5 to 7 years of direct, client-facing experience managing enterprise or high-value accounts within a SaaS, IoT, or advanced technology environment.
• Proven track record of driving high net revenue retention (NRR) and world-class customer satisfaction scores through proactive relationship management.

• Proactive Mentality: A natural inclination to anticipate challenges, spot operational anomalies early, and deliver creative, pre-emptive solutions.
• Relationship Mastery: Exceptional ability to establish immediate professional trust, project authority as a subject matter…