• Serve as the primary point of contact for customers throughout their entire journey: from onboarding, through implementation, support, expansion, and renewal. • Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure customers are leveraging our solution to realize the highest value with increased adoption, engagement, coverage, and other KPIs. • Deliver Monthly / Quarterly Business Reviews and effectively manage meeting cadence. • Stay current with the most recent changes to our product and educate customers on our offerings and updates. • Lead growth opportunities by expanding into new use cases and teams. • Identify and communicate customer’s pain points and enhancement requests to the product team. • Proactively Identify risks and collaborate closely with team members to address all issues to assure fast resolution and high customer satisfaction. • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes. • Report internally and externally on customers project progress, usage, and health KPIs. • Deliver RCA communications after service outages. • Coordinate any internal or external UAT’s as required.

• Lead, mentor, and develop a team of Customer Success Managers through regular 1:1s, coaching, and career development support • Set clear expectations around performance, behaviors, and outcomes while facilitating regular reviews of renewals and pipelines • Define and track team KPIs such as GRR, customer success plans, value-realization, and customer engagement • Oversee the team’s book of business to ensure renewals are proactively managed and at-risk accounts have mitigation strategies • Partner with Account Management, Professional Services, Support, and Product to deliver a cohesive customer experience and provide feedback loops on customer trends • Collaborate with Enablement and Operations to improve CS playbooks, tooling, workflows, and reporting • Iterate on Customer Success processes including segmentation, coverage models, and engagement cadences • Ensure systems like CRM and CS platforms are used consistently to support forecasting and visibility • Contribute to planning cycles including capacity planning, territory assignments, and headcount forecasting • Additional projects and responsibilities as business needs require

About You You’re a jack-of-all-trades with a passion for cool technology and interacting with people and making them happy. You’re a self-starter who’s good at triaging problems and working on the most important one. You’ve worked directly with customers for a long time and are comfortable being the face of the company to them. One of the things that pleases you most in life is customers successfully using your product, being thrilled with its value, and telling you they’re happy they partnered with you. Further, you’re a curious person, and you’d love the opportunity to work with a technology team that includes data scientists, algorithm experts, back-end and front-end engineers to expand your knowledge. About Us Constructor.io powers product search and discovery for some of the largest retailers in the world. We serve billions of requests every week, and you’ve probably seen our results somewhere and used our product without knowing it. We differentiate ourselves by focusing on metrics over features, and reinventing search and discovery from the ground up as a machine learning challenge with the specific goal of improving metrics like revenue. We’re approximately doubling year over year despite the market slow down and have customers in every eCommerce vertical. We’re a passionate team of technologists who love solving problems and want to make our customers’ and coworkers’ lives better. We value empathy, openness, curiosity, continuous improvement, and are excited by metrics that matter. We believe that empowering everyone in a company to do what they think is best can lead to great things. About the Position As a Customer Success Manager, you’ll be joining a rapidly growing team that helps our customers increase their revenue by improving the search and product discovery experiences of their websites and mobile apps through integrating with our services. Your specific responsibilities will include: - Repaying our customers’ trust through ensuring they get live with our product and are thrilled with the results - Understand the needs and roles within the enterprise organizations we work with and help to manage prioritizations and misalignments. If two people within a customer ask for different things, your team must understand how to prioritize for the success of the organization without hurting feelings - Helping craft and dictate both internal and external narratives for what’s needed to make a customer successful - Effectively asking for and managing engineering time to ensure important work for customers is prioritized and unimportant requests are resolved with minimal to no engineering resources - Fielding and troubleshooting customer support requests - Creating and updating customer documentation and training materials as needed - Always looking for new ways you can make our integration process more robust and make customers feel even more successful

About You You’re a jack-of-all-trades with a passion for cool technology and interacting with people and making them happy. You’re a self-starter who’s good at triaging problems and working on the most important one. You’ve worked directly with customers for a long time and are comfortable being the face of the company to them. One of the things that pleases you most in life is customers successfully using your product, being thrilled with its value, and telling you they’re happy they partnered with you. Further, you’re a curious person, and you’d love the opportunity to work with a technology team that includes data scientists, algorithm experts, back-end and front-end engineers to expand your knowledge. About Us Constructor.io powers product search and discovery for some of the largest retailers in the world. We serve billions of requests every week, and you’ve probably seen our results somewhere and used our product without knowing it. We differentiate ourselves by focusing on metrics over features, and reinventing search and discovery from the ground up as a machine learning challenge with the specific goal of improving metrics like revenue. We’re approximately doubling year over year despite the market slow down and have customers in every eCommerce vertical. We’re a passionate team of technologists who love solving problems and want to make our customers’ and coworkers’ lives better. We value empathy, openness, curiosity, continuous improvement, and are excited by metrics that matter. We believe that empowering everyone in a company to do what they think is best can lead to great things. About the Position As a Customer Success Manager, you’ll be joining a rapidly growing team that helps our customers increase their revenue by improving the search and product discovery experiences of their websites and mobile apps through integrating with our services. Your specific responsibilities will include: - Repaying our customers’ trust through ensuring they get live with our product and are thrilled with the results - Understand the needs and roles within the enterprise organizations we work with and help to manage prioritizations and misalignments. If two people within a customer ask for different things, your team must understand how to prioritize for the success of the organization without hurting feelings - Helping craft and dictate both internal and external narratives for what’s needed to make a customer successful - Effectively asking for and managing engineering time to ensure important work for customers is prioritized and unimportant requests are resolved with minimal to no engineering resources - Fielding and troubleshooting customer support requests - Creating and updating customer documentation and training materials as needed - Always looking for new ways you can make our integration process more robust and make customers feel even more successful