Customer Success Manager

About Cumulus

Cumulus is a Quality Management System (QMS) that ensures critical construction and maintenance activities are done right the first time, every time. By integrating AI-powered workflows and connected IoT devices, the Cumulus QMS improves the productivity and quality of critical work, such as bolt tightening, welding, and pressure testing.

To date, Cumulus has been used to manage over 15,000,000 work completions across industries such as energy, construction, manufacturing, semiconductors, data centers, transportation, chemicals, renewables, and more. In addition to improving safety and sustainability, our technology also has been proven to reduce costs for quality control and data review by over 60%.

Cumulus’s transformative technology has been widely recognized in the industry, including the following awards and honors:

• 2023 BuiltWorlds Americas Summit Demo Day Winner for Cumulus AI
• 2022 BuiltWorlds Maverick Awards winner for Cumulus CEO Matthew Kleiman
• 2021 BuiltWorlds Smart Jobsites 50 Leader List
• 2020 IoT Breakthrough “IoT Startup of the Year” award
• 2019 CNBC Upstart 100 list

Role Overview

The Customer Success Manager (CSM) is the long-term relationship owner for Cumulus customers after go-live. From the moment a customer is handed off from the Implementation team, the CSM assumes full ownership of account health, platform adoption, customer satisfaction, and renewal — serving as the customer’s primary advocate inside Cumulus and their most trusted resource for getting maximum value from the platform.

This is a deeply customer-facing role that combines relationship management, commercial instinct, and technical fluency. CSMs at Cumulus manage a portfolio of industrial and enterprise accounts across industries including energy, construction, manufacturing, and data centers — customers who rely on Cumulus to govern safety-critical work at scale. The CSM engages each account through structured lifecycle touchpoints, monitors platform health, drives expansion, and leads the renewal cycle in close coordination with Sales.

This role is ideal for someone who is proactive, analytically sharp, and comfortable building credibility with senior customer stakeholders. You will work cross-functionally with Implementation, Sales, Product, and Support to ensure every account in your portfolio is healthy, engaged, and growing.

Responsibilities

Customer Lifecycle Ownership

• Assume full account ownership upon completion of the PM-to-CSM Handoff — reviewing the Handoff Sheet, confirming all criteria are met, and establishing the customer relationship from day one.
• Serve as the primary point of contact for all assigned customers throughout the contract lifecycle, from initial onboarding through renewal and expansion.
• Conduct structured cadence calls with each account at a frequency aligned to their engagement tier (Tier 1: weekly; Tier 2: bi-weekly; Tier 3: monthly; Tier 4+: quarterly or ad hoc).
• Lead Quarterly Business Reviews (QBRs) and Annual Business Reviews (ABRs) for eligible accounts, presenting ROI summaries, usage trends, roadmap previews, and success plan progress.
• Build and maintain trusted relationships with customer stakeholders at multiple levels — from site supervisors and QC managers to executive sponsors — positioning Cumulus as a long-term strategic partner.
• In pilot-to-full-deployment scenarios, engage with the customer during the pilot close-out phase to ensure continuity of relationship ahead of full go-live.

Platform Adoption & Customer Health

• Monitor platform adoption, work completion metrics, and usage trends across your portfolio; proactively identify and address adoption gaps before they become churn risks.
• Maintain and update Health Scores in HubSpot for each account on a quarterly basis, incorporating work completion data, Zendesk ticket patterns, engagement quality, and renewal posture.
• Complete an At-Risk Customer Evaluation Form for any account reaching a Yellow or Red health score, and develop a targeted recovery plan in coordination with the CS Director.
• Deliver personalized release notes and product update communications to customers on the cadence appropriate to their tier — ensuring customers are always aware of features relevant to their workflows.
• Identify and resolve underutilized features or workflow adoption gaps through targeted training sessions, enablement resources, and executive alignment calls.

Renewal & Expansion

• Own the renewal cycle for each account in your portfolio — creating renewal deals in HubSpot at the start of Q1 (contract month 1), maintaining accurate deal stages, and driving toward on-time renewal throughout Q3–Q4 (contract months 7–12).
• Manage all invoicing coordination by notifying Revenue Operations at contract renewal and setting follow-up tasks for invoice collection in months 1, 2, and 3.
• Proactively identify and surface expansion opportunities — additional sites, user growth, new workflow modules, or upsell paths — and collaborate with Sales to progress them through the pipeline.
• Coordinate with Sales on all commercial discussions for your accounts; maintain clear deal records and renewal context in HubSpot so Sales leadership has full visibility.
• Flag strategic expansion opportunities involving MSA accounts (Google, Shell, Bechtel, Faith) to the designated account focal before engaging.

Customer Engagement & Success Planning

• Develop and maintain a Success Plan for each account, defining internal success metrics and aligning with the customer on goals and desired outcomes at the start of each contract year.
• Conduct Executive Alignment Calls during Q2 (contract months 4–6) to confirm business direction, surface strategic priorities, and identify any executive-level concerns.
• Collect qualitative success data — metrics, project outcomes, customer quotes — and partner with Marketing to develop case studies, testimonials, and reference materials from high-performing accounts.
• Identify and flag high-satisfaction, high-adoption accounts as candidates for customer reference programs, speaking opportunities, or co-marketing engagement.
• Action all renewal obligations made during the prior contract year — including training commitments, feature request follow-throughs, and pricing adjustments — within the first 90 days of the new contract term.

Cross-Functional Collaboration

• Partner closely with the Implementation team on smooth handoffs — attending close-out meetings, reviewing open items, and ensuring the customer relationship is properly transitioned before assuming account ownership.
• Route customer feature requests to Product Management, maintain visibility on request status, and communicate updates back to customers during cadence calls.
• Escalate critical customer issues to the CS Director and engage Zendesk support resources as needed, ensuring timely resolution and clear customer communication throughout.
• Collaborate with Sales on renewals, upsell opportunities, and strategic account planning; maintain clean, up-to-date records in HubSpot to support Sales visibility.
• Contribute to internal CS team knowledge by sharing account learnings, escalation patterns, and best practices in team syncs and retrospectives.

CRM, Tools & Administration

• Maintain accurate and timely records in HubSpot (contact health, deal stages, renewal dates, meeting notes), Rocketlane (sustainment project tasks), and Egnyte (account documentation) for every account in your portfolio.
• Create and manage Rocketlane sustainment projects for each assigned account at handoff, loading Q1 tasks and maintaining the project throughout the contract year.
• Curate HubSpot contact records quarterly — verifying current contacts, identifying role changes or departures via LinkedIn, and ensuring decision-makers are current ahead of renewal cycles.
• Track and submit all required activity completions, health score updates, and renewal milestones within the cadences defined in the CS Annual Engagement Framework.

Professional Qualifications

• Bachelor’s degree in Business, Engineering, Technology, Communications, or a related field.
• 3–6 years of experience in customer success, account management, technical account management, or a related customer-facing role — ideally within SaaS, IoT, or industrial technology.
• Demonstrated track record of managing a portfolio of accounts, driving renewals, and growing customer relationships over time.
• Strong commercial instinct — able to identify expansion opportunities, manage renewal conversations, and collaborate effectively with Sales.
• Comfortable engaging with senior customer stakeholders, including executives, operations leaders, and site managers, across a variety of industrial and enterprise environments.
• Analytically minded — able to interpret usage data, health scores, and engagement signals to drive proactive account management decisions.
• Highly organized with strong attention to detail; able to manage multiple accounts simultaneously while maintaining clean, consistent records across CRM and project management tools.
• Proficiency in HubSpot (or equivalent CRM) required; experience with Rocketlane, Zendesk, or Egnyte a strong plus.
• Excellent written and verbal communication skills; able to produce clear meeting summaries, QBR presentations, and customer-facing materials independently.
• Willingness to travel to customer sites domestically and internationally up to 20–30% of the time.

Benefits

• Generous commission plan.
• Participation in our equity incentive plan.
• Unlimited paid time off.
• Commuter benefits for public transportation.
• Health and dental insurance.
• Flexible Spending Account.
• Retirement benefits account with employer match.

Please apply directly to the position by submitting a cover letter and resume for consideration to careers@cumulusquality.com.