Role Description Your primary responsibility is to be a trusted advisor to our client's largest and most strategic customers, ensuring their long-term success, retention, and growth. As a Technical Enterprise CSM, you'll manage a portfolio of high-ACV, high-complexity accounts where multiple stakeholders, departments, and use cases are in play. You'll operate effectively and professionally in a high-paced, ever-changing environment where your creativity, technical judgment, and strategic insight drive outcomes at scale. Objectives - Healthy Existing Customers: - Maintain a "healthy" portfolio of complex, multi-stakeholder enterprise accounts. - Proactively identify risk across departments and use cases. - Support customers when they're falling behind. - Drive measurable value realization across the full breadth of their deployment. - Build and execute strategic customer success plans tailored to enterprise-scale adoption. - Onboarding and Scaling New Enterprise Customers: - Lead the onboarding of new enterprise customers. - Connect their initial business case to real-world value realization across multiple teams and use cases. - Build scalable success plans that support phased rollouts. - Develop compelling use cases for marketing and expansion. - Trusted Technical and Executive Advisor: - Build trusted relationships at every level of the customer's organization. - Understand each customer's business, technical environment, and strategic priorities. - Advise confidently on how the platform's capabilities map to their goals. - Serve as the voice of the customer internally. - Retention and Growth at Scale: - Partner closely with Account Executives to grow the value of your enterprise portfolio. - Identify expansion opportunities across departments and use cases. - Help structure multi-phase growth plans for large accounts. Roles & Responsibilities - Own a portfolio of enterprise accounts characterized by higher ACV, multiple departments or business units, and greater technical and organizational complexity. - Demonstrate the power of the platform in ways that connect with both technical and executive stakeholders. - Lead Executive Business Reviews (EBRs) with VP and C-suite stakeholders. - Monitor your portfolio and manage a structured cadence of touchpoints. - Maintain a level of technical expertise in the platform sufficient to build and audit apps of high complexity. - Collaborate cross-functionally with Professional Services, Solutions Engineering, and Support. - Own your ongoing development and product education. - Communicate professionally and promptly with enterprise stakeholders and internal teams. - Maintain accurate documentation of customer, account, and activity records. - Share structured feedback with cross-functional partners. - Mentor and support less-tenured CSMs as a technical and strategic resource. Qualifications - Experience managing a book of enterprise or strategic accounts as a CSM, Technical CSM, or Technical Account Manager (TAM). - Proven experience leading EBRs with executive-level (VP/C-suite) stakeholders. - A positive attitude in the face of an ever-changing, high-complexity environment. - Self-starter and action-oriented. - Solution Architect mindset with a consultative approach. - Comfortable managing ambiguity and shifting priorities. - Strong technical aptitude to understand and communicate platform architecture. - Experience with scripting languages, preferably JavaScript. - Interpersonal savvy with the ability to relate well to people at every level. - Highly developed organizational skills. - Ability to partner with Account Executives on shared enterprise portfolios. - Ability to manage multiple simultaneous, high-complexity work streams. - Outstanding verbal and written communication skills. Preferred Education and Experience - A bachelor's degree is preferred, but not a deal-breaker if you don't have one. - Prior enterprise SaaS experience, ideally managing accounts with significant ACV. - Experience having strategic conversations with operational and executive leaders. - Comfortable working across all levels of an organization. - Proven track record of exceeding retention, expansion, or NRR-related performance goals. - History of driving strategy-based conversations that lead to meaningful product usage. - Experience with CRM tools and Customer Success Platforms such as Planhat, ChurnZero, or Catalyst. - Project management experience across multiple concurrent, complex work streams. - Proven ability to build data analytics and reporting using tools like Excel, Power BI, or Tableau. - Experience in GIS and/or mobile forms for the horizontal construction industries is a strong plus. - Experience using similar GIS, field data collection, or mobile form platforms is a huge plus. Qualities We're Looking For - You get things done. - You’re built for remote work. - You think like an owner. - You keep things human.