Customer Success Manager - AEC Sector

About 4M Analytics

4M Analytics is revolutionizing infrastructure intelligence by creating a utility data platform designed to map subsurface infrastructures much like Google Maps does for above-ground landscapes. Utilizing proprietary data integrated with AI and validated by geospatial specialists, 4M assists leaders in transportation, utilities, and construction sectors in early risk detection, enhancing crew safety, and ensuring projects meet timelines and budgets. Established in 2019 with headquarters in Austin and Tel Aviv, the company is backed by leading venture capitalists as a Series B startup.

Role Overview

The Customer Success Manager will play a crucial role in expanding 4M's enterprise clientele within Architecture, Engineering, and Construction (AEC) firms. This position involves managing end-to-end customer lifecycles, including onboarding, accelerating product adoption, and renewal retention for key enterprise clients involved in complex infrastructure programs. The successful candidate will build strategic partnerships with senior executives and project leaders, serving as the main advocate for customer insights to inform product development and account strategies.

Key Responsibilities

• Manage the entire customer journey for a portfolio of AEC accounts, prioritizing swift value delivery and extensive product engagement.
• Lead onboarding processes, implementation, and renewal negotiations for new and existing accounts, including those with multiple stakeholders in large enterprises.
• Develop and sustain strategic connections from project team members to executive sponsors within major engineering and construction companies.
• Spot and cultivate growth opportunities inside current accounts, collaborating with sales and account executives to realize expansions.
• Monitor account health and usage metrics systematically to detect and address risks of customer churn proactively.
• Act as the customer's internal representative, providing actionable feedback to influence product prioritization and sales approaches.

Qualifications

• Minimum of three years’ experience in Customer Success within construction technology, AEC, or infrastructure software sectors.
• Demonstrated ability to handle comprehensive commercial lifecycles including customer onboarding, implementation, and renewal negotiations.
• Experience managing complex accounts with multiple stakeholders within organizations exceeding 1,000 employees.
• Exceptional communication skills capable of engaging with VP-level and C-suite executives.
• Analytical aptitude required to interpret usage data and leverage insights for customer success strategies.

Preferred Skills (Not Mandatory)

• Understanding of Subsurface Utility Engineering (SUE), GIS, CAD, or civil/utility engineering workflows.
• Previous experience in a high-growth SaaS environment moving from mid-market to enterprise clientele.

AI-First Approach

We embrace and promote an AI-driven culture within our Engineering and Customer Success teams. Candidates should be open and motivated to integrate AI technologies (such as Claude) into their daily workflows, amplifying productivity and customer value delivery.

Additional Information

• Reporting structure: This role reports directly to the Head of AEC, ensuring strategic insight and influence across the company.
• Travel Requirements: Anticipated travel between 15% and 30% to visit key enterprise customers and partners onsite.
• Compensation: Competitive remuneration with an On-Target Earnings (OTE) ranging from $110,000 to $150,000, contingent upon location, experience, and skills.