Job Description
The role Join Mach9 as our Customer Success Manager and be the person who turns new customers into power users, renewals into long-term partnerships, and early wins into account growth.
You will own the post-sale relationship with Mach9 customers, from onboarding through renewal and expansion. Your mission is to make customers wildly successful with our platform so they process more miles, expand their usage, and become champions who bring Mach9 into new projects and teams within their organizations.
This is a hands-on role. You will guide customers through onboarding, manage their ongoing projects, respond to support requests, and proactively surface opportunities for them to get more value from Mach9. You will work directly with surveyors, engineers, and project managers at DOTs, AEC firms, and infrastructure owners who are using our platform to transform how they build digital maps.
Mach9 is changing an industry that has operated the same way for decades. You will be the face of Mach9 for active accounts, the voice of the customer internally, and the engine behind our land-and-expand growth motion. As our first dedicated CSM, you will also help define the processes and best practices that scale customer success at Mach9.
What you'll do - Own the customer relationship post-sale. Be the primary point of contact for your portfolio of up to 50 accounts, building trust and ensuring they see Mach9 as a true partner.
- Drive onboarding and time to value. Guide new customers from signed contract to first successful project.
- Run customer projects and programs. Manage timelines, coordinate communications, handle user management, triage support tickets, and deliver reports and presentations that keep projects on track.
- Fuel our land-and-expand motion. Proactively identify opportunities for customers to expand usage and drive increases in spend, volume, and frequency.
- Write winning proposals. Craft compelling proposals that help customers justify Mach9 for new projects and government contracts.
- Surface product insights. Capture customer feedback and communicate feature needs to the product and engineering teams.
In a given week, you might - Run an onboarding call with a new customer and set up their team in the platform.
- Check in with a surveying firm to review recent projects and identify expansion opportunities.
- Write a proposal for a customer responding to a state RFP.
- Build a presentation showing ROI and project outcomes for a customer's internal stakeholders.
- Join a discovery call, then document a feature request for the product team.
- Proactively reach out to an account whose usage has dropped to re-engage them.
You may be a right fit if you - Have project management instincts: organized, timely, detail-oriented, and relentless about follow-through.
- Communicate clearly and confidently with customers, whether on a call, in an email, or in a presentation.
- Build relationships easily and can connect with surveyors, engineers, project managers, and executives alike.
- Exercise good judgment about when to handle something yourself versus when to escalate.
- Operate with high agency, managing multiple accounts and priorities without needing constant direction.
- Can create compelling presentations and written materials.
- Are comfortable with HubSpot, Notion, Google Workspace, or similar tools.
- Genuinely care about customers succeeding, not just responding to their requests.
Nice to have - Experience in AEC, surveying, infrastructure, or geospatial industries
- SQL or basic data fluency for pulling reports and analyzing usage
- Background as a project manager at an engineering or surveying firm
Job Tags
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