Client Success Specialist - Construction

Customer Success Specialist (CSS)

ATG (Applied Technology Group) is the premier technology business partner for the Architectural, Engineering, and Construction (AEC) industry in North America. ATG strives to build strong relationships within the professional design community by offering complete software and hardware solutions, supported by a team of experienced technical specialists. With our deep industry knowledge, ATG delivers tailored services that meet the unique needs of AEC professionals, ensuring seamless integration and support across their technology platforms.

The Technical Services Customer Success Specialist (CSS) is responsible for owning the customer relationship and maintaining account health throughout the lifecycle of Technical Services engagements. This role focuses on proactive communication, customer satisfaction, and long-term retention, with a primary emphasis on Annual Recurring Revenue (ARR).

The CSS acts as the customer’s advocate and early-warning system. They are responsible for identifying risks, concerns, or dissatisfaction early and ensuring issues are surfaced quickly to the appropriate internal owners. While the CSS does not manage project execution, they play a critical role in detecting when projects may be at risk and partnering with Managers to get engagements back on track.

This role protects relationships while enabling rapid problem resolution.

• Customer Relationship & Account Ownership
• Serve as the primary relationship owner for assigned customers.
• Maintain regular, proactive communication with customer stakeholders.
• Build trust and credibility through consistency, responsiveness, and transparency.
• Monitor overall customer sentiment and satisfaction.

Account Health Monitoring & Risk Detection

• Track engagement health, customer feedback, and perceived value delivery.
• Identify early warning signs of project risk, dissatisfaction, or misalignment.
• Document and communicate concerns clearly and promptly.
• Escalate issues to Managers with sufficient context to enable rapid resolution.

Coordination with Project Leadership

• Partner closely with Managers to share customer insights and concerns.
• Stay informed on project status without owning day-to-day execution.
• Support alignment between customer expectations and delivery realities.
• Reinforce agreed scope, priorities, and outcomes in customer conversations.

ARR Ownership & Retention

• Maintain accountability for customer retention and renewal readiness.
• Ensure customers understand delivered value and outcomes.
• Support renewal conversations by reinforcing success and continuity.
• Identify expansion opportunities within existing accounts and share them with TSEs.

Success Stories & Feedback Loop

• Capture customer success stories and lessons learned.
• Share customer feedback to inform services improvement and future scoping.
• Support continuous refinement of customer roadmaps in partnership with TSEs.

Required Qualifications

• Experience in Customer Success, Account Management, or client-facing services roles.
• Strong relationship management and communication skills.
• Ability to identify risk and dissatisfaction through conversation and observation.
• Comfort coordinating across teams without owning execution.
• Strong documentation and follow-through habits.
• Experience with in professional services or consulting environments.

Key Competencies

• Relationship management and customer advocacy
• Account health assessment and risk sensing
• Clear communication and escalation
• Collaboration with delivery leadership
• Retention and expansion mindset
• Professional judgment and discretion

Success Metrics

• Customer satisfaction and account health indicators
• Speed and effectiveness of issue identification and escalation
• Customer retention and ARR performance
• Quality of communication and internal coordination
• Identification of expansion opportunities
• Customer feedback and success stories

Benefits That Work For You

At ATG USA, we invest in your well-being, growth, and life outside of work. Here’s what you can expect:

• Health & Wellness
• Multiple medical plan options plus dental and vision coverage
• On-demand support and mental health/wellness resources via Bennie—your…