Technical Customer Success Manager

Technical Customer Success Manager Mission

Join is seeking a Technical Customer Success Manager to own the ongoing customer relationship and drive sustained value, usage, and adoption of Join among our established customers.

You will partner with Account Owners and internal teams to understand the customer’s long‑term strategic goals, identify opportunities for deeper platform usage, and proactively manage the health and growth of your account portfolio. You will act as a key partner to Product, facilitating the flow of essential, two‑way insights between customers and the Product team.

A successful Technical Customer Success Manager will leverage their product expertise, industry knowledge, and a consultative approach to expand Join’s impact within the customer’s organization.

A successful Technical Customer Success Manager will lean on their product and industry knowledge to ensure customers realize maximum, ongoing value from Join. This includes a deep understanding of where Join fits into their evolving business processes and its potential to drive continuous impact for the general contractor, construction manager, owner, and design team.

They will confidently demonstrate Join with expert‑level understanding and provide real‑time advice to proactively guide customers through advanced features, workflow optimizations, and adoption strategies.

Responsibilities include, but are not limited to:

• Monitoring account health metrics
• Identifying and mitigating churn risks
• Coordinating activities with Join internal and external customers
• Monitoring user activity
• Driving feature adoption and usage growth

To achieve this, you’ll tailor the approach to each customer’s long‑term needs by strategically leveraging your own industry knowledge, Join’s industry experts, and the Account Owners to provide an amazing, continuous customer success experience.

You will need to balance driving consistent Join adoption processes while tailoring them to match the customer’s current business needs and timing. A strong sense of urgency and proactiveness is required to remove barriers to continued customer success before they manifest, while maintaining a positive, calm, and professional experience.

This role requires excellent account management, relationship‑building, and analytical skills, with regular communication across multiple internal and external teams. You should enjoy rolling up your sleeves, be naturally curious, have a positive can‑do attitude, and be comfortable working alongside a dynamic team in a fast‑paced, cross‑functional environment.

Join is currently focused on growing the lifetime value of its customers. This role will be critical in driving that growth. It may have the opportunity to expand its responsibilities into other areas of the customer journey based on business needs and proven success.

• No task too small, no challenge too large
• Clear habit of learning and a desire to improve professionally
• Willingness to grow and take on responsibility beyond the core account management function

• Strong empathy for customers and other project stakeholders, with a passion for account and relationship management
• Deep understanding of value drivers and establishing consistent processes for ongoing success
• Trustworthy; a respected member of the team who is willing to do whatever it takes to build trust among the group
• Ability to communicate effectively with geographically dispersed teams
• Adept at communicating up, down, and across an organization to proactively inform key stakeholders in the format best suited to the audience

• Strong interpersonal skills, both internally across teams and externally with customers
• Able to identify the best internal resources at your disposal to lead a customer to their business outcomes and increased usage
• Demonstrated confidence in speaking in large groups (10–40) in both virtual and in‑person settings

• Ability to quickly understand technical challenges, troubleshoot in real time, and provide real‑time solutions to the customer
• Demonstrated intellectual curiosity into how things work and the ability to…