Customer Success Manager

About XBE

XBE is transforming the heavy construction and materials industry with a modern SaaS platform that integrates logistics, materials, and project management. Our mission: help customers improve efficiency, reduce risk, and drive growth.

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The Role

Customer Success Manager

What You’ll Do

Onboard & Empower

• Lead kickoff meetings with new customers, define success plans, and manage implementations from start to finish.
• Deliver engaging training sessions that make even the most complex workflows simple to understand.
• Ensure customers achieve a fast time-to-value and feel confident using the platform.

Own Outcomes

• Develop a deep understanding of each client’s business goals and KPIs, aligning our solutions to drive measurable ROI.
• Serve as the customer’s advocate inside XBE—ensuring their needs and priorities are heard.
• Proactively manage account health, creating strategies to reduce churn and expand adoption.

Solve Problems Proactively

• Identify risks early, using data and client feedback to prevent issues before they escalate.
• Troubleshoot technical or process-related challenges with a solution-focused approach.
• Partner with clients to improve efficiency and productivity through creative, tech-enabled solutions.

Drive Engagement

• Deliver Quarterly Business Reviews (QBRs) and executive updates that highlight value achieved and uncover growth opportunities.
• Share new product features and best practices that expand usage and deepen impact.
• Encourage adoption across different departments and user groups within each customer.

Collaborate Cross-Functionally

• Work closely with Product to ensure customer needs influence the roadmap.
• Partner with Engineering and Support on escalations, ensuring quick and effective resolution.
• Collaborate with Sales to identify upsell opportunities and ensure smooth renewals.

Educate & Enable

• Develop self-service resources like playbooks, videos, and guides to help users maximize value.
• Stay on top of industry and product trends to serve as a knowledgeable advisor.
• Act as a thought partner to customers, helping them innovate with XBE’s platform.

Key Competencies & Traits

• High Ownership & Accountability

   – You take initiative, follow through, and thrive on responsibility.

• Problem-Solving Intelligence

   – You break down complex challenges and build creative, data-backed solutions.

• Clear Communication

   – You write and speak with clarity, adjusting your style for executives, managers, and end users alike.

• Attention to Detail

   – You catch what others miss and execute with precision, knowing small details matter.

• Customer Empathy & Relationship-Building

   – You build trust, navigate sensitive conversations with diplomacy, and put customer outcomes first.

• Technical & Domain Aptitude

   – You’re quick to master SaaS tools and curious about industries like construction, logistics, or operations.

• Adaptability & Growth Mindset

   – You thrive in evolving environments, embrace feedback, and continuously improve.

Experience

• 4–8 years in Customer Success, Account Management, or Consulting for SaaS.
• Proven success managing enterprise or mid-market accounts with measurable results.
• Skilled in managing multiple projects/accounts at once without losing accuracy or quality.

Nice to Have

• Background in construction, logistics, or industrial operations.
• MBA or advanced degree (valued but not required).

• High impact:

   Help modernize one of the world’s largest industries.

• High agency:

   Autonomy and ownership from day one.

• High growth:

   Join a fast-scaling SaaS company with ambitious goals.