DescriptionThe Opportunity4M helps AEC firms identify utility risk earlier, keep crews safer, and deliver projects on time and on budget. As we scale our enterprise customer base, we're hiring an experienced Customer Success Manager to own onboarding, adoption, and renewals for a portfolio of AEC accounts including several of our largest enterprise relationships.
This is a build-with-us role: you'll shape how 4M supports engineering firms managing complex, multi-year infrastructure programs. You will establish yourself as a trusted advisor to senior executives and project leaders at our largest AEC firms, acting as the primary voice of the customer to feed actionable insights into product feedback, adoption blockers, and account risk.
Key Responsibilities- Own the full customer lifecycle for an assigned book of AEC accounts, ensuring fast time-to-value and driving deep product adoption.
- Lead onboarding and implementation for new accounts while managing renewal negotiations to protect and grow ARR, including enterprise accounts with complex, multi-stakeholder buying groups.
- Build and maintain strategic relationships with project-level users up through executive sponsors at large engineering and construction firms.
- Identify expansion opportunities within existing accounts and partner cross-functionally with Sales and AE teams to convert them.
- Systematically track account healthand usage to proactively flag and mitigate churn risks.
- Serve as the internal voice of the customer, feeding insights into the product roadmap and deal strategy.
RequirementsRequired Qualifications- 3+ years of Customer Success experience in the Construction-tech, AEC, or infrastructure software space.
- Proven experience owning the full commercial lifecycle, including onboarding, implementation, and renewal negotiations.
- Experience navigating complex, multi-stakeholder accounts within 1,000+ employee organizations.
- Excellent communication skills with the ability to operate credibly with VP- and C-level stakeholders.
- Proven experience owning the full commercial lifecycle, including onboarding, implementation, and renewal negotiations.
- An analytical mindset; comfortable working in dashboards to track usage patterns & act on what the data shows.
AI-First MindsetWe are building an AI-first engineering and success culture, and we're looking for Customer Success Managers who are genuinely excited about working this way. You don't need to arrive with a fully formed AI workflow but you should have the curiosity and the drive to develop one.
This means you have genuine enthusiasm for using AI tools (e.g. Claude) to work faster and smarter in day-to-day CS work, seeing AI as a multiplier of your craft and the value you deliver to customers.
Preferred Qualifications (not required!)- Familiarity with SUE (Subsurface Utility Engineering), GIS, or CAD and civil/utility engineering workflows.
- Experience at a high-growth SaaS company scaling from mid-market into enterprise.
Logistics- Reporting: This role reports directly to our Head of AEC, offering significant visibility and strategic alignment within the organization.
- Travel: Expect approximately 15-30% travel to engage with our key enterprise accounts and partners on-site.
- Compensation: We offer a competitive package with an expected OTE range of $110,000-$150,000, designed to reward the impact and growth you bring to 4M. Final OTE within this range is determined by factors such as geographic location, relevant experience, and role-specific skills.
