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Manager, Customer Success

Location: 

GB

Remote Eligible:  Yes

At Bluebeam, we empower people to advance the way the world is built. We create smart software solutions that make construction sites more efficient, connected and safe and improve the lives of design and construction professionals everywhere. 

The Manager, Customer Success exists to provide the support, guidance and direction Bluebeam’s European-based CSM team.  The Manager should view the CSMs reporting to them as their customers in which the Manager is their CSM, ensuring they achieve their own desired business outcomes and success. This role ensures functional internal communication and alignment with departments including, but not limited to, Enterprise Sales, Customer Marketing, Product Management, and all Customer Success sub departments. In so doing, the Manager of Customer Success Management serves as an advocate for Bluebeam’s direct customers, the CSM team and a voice of the industry. Properly executed, efforts will result in the long-term adoption of Bluebeam solutions across customer organizations measured in renewals and expanded use of Bluebeam’s products and high-value service offerings.  

About the Role: 

  • Establishes OKRs (Objectives and Key Results) based on overarching CSM, CS and Company OKRs 

  • Establishes and maintains weekly 1:1 meetings with direct reports. 

  • Meetings are meant to check progress on individual OKRs, discuss recent and upcoming activity, provide guidance and coaching. 

  • Researches and shares CS best practices with team 

  • Partners with CSM Director and Customer Marketing on initiatives to advance onboarding, customer experience, community and advocacy. 

  • Partners with CSM Director and Sales Leadership on Sales and CSM strategy 

  • Facilitates onboarding of new CSM hires 

  • Facilitates performance reviews of team 

  • Periodically attends customer meetings with each CSM to assess CSM’s performance 

  • Point of escalation for CSM team as needed 

About You: 

  • Former experience in a customer facing role as an Account Manager or Customer Success Manager 

  • Proven track record in a people manager role, or where responsibilities included coaching, mentoring or leading personnel. 

  • Strong people management skills with empathetic, coaching approach. 

  • Ability to build internal relationships to foster open communication and collaboration between teams. 

  • Exceptional computer skills, including Microsoft Office Suite. 

  • Excellent communication skills, written and verbal. 

  • Experience and comfort speaking in front of groups of people up to 150 in-person and through video conferencing technology. 

  • Comfortable learning new technology. 

  • Experience with CRM and or Customer Success Tool i.e. Salesforce, ChurnZero 

  • Comfortable advising on best practices related to business processes and technology, especially to high-level technical employees and customers.

What we offer

  • People-focused, entrepreneurial culture with the backing of a stable, global, corporate entity – Nemetschek
  • Competitive compensation and benefits package
  • Work-life balance fostered through a culture of diversity, inclusion, and appreciation of individual lifestyle needs
  • Opportunity for continuous professional development
    • Free & unlimited access to LinkedIn Learning
    • Up to $5K annual education reimbursement (after 1 year tenure)

 

Below is our DEIBA (Diversity, Equity, Inclusion, Belonging, and Accessibility) mission statement:Bluebeam is committed to building an inclusive environment in which everyone, regardless of background, has an opportunity to experience a deep sense of belonging. Each of our unique perspectives amplifies our collective power, and by encouraging diverse perspectives in an environment infused with mutual respect, we arrive at better solutions. And when we bring the best version of ourselves to work, we can make our best contributions to the global community of people who build our world.

About Bluebeam:

The construction industry is adopting new technology at a feverish pace. Tablets and cell phones are replacing paper blueprints, drones are surveying job sites in 3D, and cloud collaboration is changing the way teams work together. Bluebeam plays a crucial role in this transformation. The key to our success is a customer-focused approach to product development: we work with the industry to create solutions for the industry. Today, over 3 million people throughout the world use Bluebeam. In the US, we're a critical partner for the majority of top AEC firms, and rapidly expanding our presence globally, with offices in Australia, Denmark, Sweden, Germany and the UK.

Come design and build your future with us.

Bluebeam is proud to be an equal opportunity workplace. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

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