Senior Customer Success Manager
Confirmed on the employer's own hiring board on Oct 30, 2026. First seen by Alion on Aug 9, 2026.
Join ICON, a pioneering company in 3D construction printing, as a Senior Customer Success Manager. In this role, you will own relationships with Titan customers from onboarding to active project support, ensuring they have the resources they need to succeed. You will collaborate closely with various internal teams, maintain accurate customer tracking, and help scale the Customer Success function. This position is based in Austin, Texas, and reports directly to the Director of Customer Success.
Missions
- Coordination and management of customer interactions, ensuring prompt and professional handling of inquiries.
- Ownership of the customer onboarding process, ensuring all agreements and materials are completed accurately and on time.
- Collaboration with cross-functional teams to organize and coordinate internal handoffs, ensuring smooth transitions at each customer journey milestone.
Profil recherché
- Exceptional organizational skills with a demonstrated ability to manage and track multiple concurrent accounts or projects without losing detail- Willingness to travel to customer locations for initial site scoping or on-site meetings
- 8+ years of experience in customer-facing roles, account coordination, project coordination, or operations support
- Strong written and verbal communication skills, able to synthesize complex, multi-stage operational information into clear, concise updates for leadership
- Proficiency with CRM tools (e.g., HubSpot) and/or project management platforms (e.g., Asana, Monday.com, Jira, Notion); ability to build and maintain structured tracking systems
- Ability to work cross-functionally and gather status updates from multiple teams in a fast-paced, dynamic environment
- Self-starter mentality with the ability to identify what needs to be tracked and organized, even when the system doesn't yet exist
- Bachelor's degree in Business, Operations, Engineering, Architecture or a related field
- High attention to detail and discipline around documentation, even when underlying processes are still being defined
- Experience supporting a customer success or account management function in a hardware, construction technology, or capital equipment environment
- Familiarity with the construction industry, including awareness of project lifecycle stages such as design, pre-construction, site prep, and build phases
- Experience working in early-stage or high-growth companies where processes are being built from the ground up
- Experience with Palantir Foundry, or comparable data and operations platforms, for building internal dashboards, trackers, and cross-team workflows