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Customer Success Manager

Pirros is revolutionizing the way architects and engineers work. This is a $400B+ industry that’s been underserved by technology for too long, and we are here to change that!  We're backed by top-tier investors and angels (YC, Funders Club, PlanGrid), profitable and growing revenue at 15% month-over-month - and we’re just getting started.

As a Customer Success Manager, you play a crucial role in ensuring our customers’ success and satisfaction. You will be responsible for post-sale deployment and customer training, ensuring successful product adoption and integration. You will build and maintain relationships with customers, drive their success, and collaborate across internal teams to support business objectives, improve customer satisfaction, and promote product features. In doing so you will be a key driver ensuring retention and growth of Pirros’ revenue. You will interact with these customers both as their success point of contact and by leveraging tools to consistently engage in proactive touchpoints. 

Headquartered in Los Angeles and trusted by more than 100+ companies across the U.S, we have an amazing culture, strong financials, and best-in-class company metrics. It’s an exciting time to be part of an extraordinary startup that is already successful, yet still early enough to offer significant growth, equity, and the opportunity to make a real impact. 

 

What You’ll Own: 

  • Act as a trusted and knowledgeable advisor for our customers. Serve as their main point of contact and work with internal teams to resolve conflicts, bugs and issues affecting customers in order to drive timely resolutions 

  • Monitor account health by utilizing data, conduct customer usage analysis, track customer success metrics, effectively identifying and addressing potential risks and opportunities.  

  • Engage in renewal discussions proactively before escalations or churn risks arise 

  • Take a proactive approach to initiate data-driven, targeted campaigns and foster increased customer engagement and bolster product adoption rates  

  • Take ownership of challenging customer situations, manage them effectively, see them through to resolution and ensure timely follow-ups 

  • Utilize reactive and proactive outreach in addition to developing strategies to work with and speak to all customers in your care on a regular cadence through phone calls and written communication to understand their goals, roadblocks, and ensure their needs are met  

  • Approach all customer interactions with a positive, can-do attitude, identify customer pain points, and work with cross-functional teams to provide effective solutions 

  • Seek ways to improve customer satisfaction and raise customer advocacy (NPS), by finding new ways to continuously improve our customers’ experience 

 

Who You Are: 

  • 1+ years in customer-facing roles, customer success/account management, and/or sales experience preferred 

  • A customer value, ROI, and business outcome-driven mindset 

  • Highly organized, detail-oriented, skilled in written/verbal communication with strong de-escalation and problem-solving skills 

  • Empathetic with a customer-focused approach 

  • Self-starter that thrives in an entrepreneurial, fast-paced environment with a proven ability to multi-task and manage multiple projects at a time 

  • Quick thinking, fast learning, and solution-oriented, with an ability to think outside the box and see things through to resolution 

  • Passion for phone-based customer interactions 

 

At Pirros, we believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy, genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws. 

Pirros is committed to fair and equitable compensation for all our employees. We thoughtfully consider a wide range of factors when determining individual compensation and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualification and experience. In addition to a competitive base salary, the total compensation package also includes equity and benefits. 

 

Average salary estimate

$70000 / YEARLY (est.)
min
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$60000K
$80000K

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What You Should Know About Customer Success Manager, Pirros

Join Pirros as a Customer Success Manager and be part of a revolutionary change in the architecture and engineering industry. Our Los Angeles-based company is swiftly transforming a $400B+ sector that has remained technologically underserved for too long. We’re not just backed by top-tier investors and angels; we’re a profitable and rapidly growing startup, boasting a remarkable 15% revenue growth month-over-month, and we're excited about what lies ahead! As a Customer Success Manager at Pirros, you will play a vital role in ensuring our customers thrive with our innovative solutions. Your responsibilities will include post-sale deployment and providing comprehensive training to ensure seamless product adoption. Building and nurturing strong relationships with our clients is key as you work collaboratively with various internal teams to enhance customer satisfaction and promote our unique product features. Your proactive engagement strategies will help not only in driving customer retention but also in contributing to the growth of Pirros’ revenue. With over 100+ companies across the U.S. trusting us, this is an amazing opportunity to be part of a dynamic culture that values innovation and impact. Plus, with our thriving financial metrics, this is the perfect time to grow your career in an extraordinary startup that prioritizes personal and professional development.

Frequently Asked Questions (FAQs) for Customer Success Manager Role at Pirros
What are the responsibilities of a Customer Success Manager at Pirros?

As a Customer Success Manager at Pirros, you’ll be primarily focused on driving customer satisfaction and product integration. Your daily responsibilities will include providing post-sale customer training, monitoring account health through data analysis, and engaging in proactive renewal discussions. You will also assess customer needs, troubleshoot issues, and develop strategies to enhance customer engagement and improve satisfaction metrics.

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What qualifications do I need to become a Customer Success Manager at Pirros?

To be considered for the Customer Success Manager role at Pirros, you should have at least 1+ years of experience in customer-facing roles such as account management or sales. A strong customer value-driven mindset and excellent communication skills are essential, as is the ability to manage multiple projects and customer needs simultaneously in a fast-paced environment.

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How does Pirros define success for its Customer Success Managers?

At Pirros, success for a Customer Success Manager is defined by the ability to foster strong, trusting relationships with customers, drive product adoption rates, and manage customer satisfaction metrics effectively. Your success will also be measured by your capacity to proactively address potential churn risks and improve overall customer engagement.

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What is the work environment like for a Customer Success Manager at Pirros?

The work environment at Pirros for a Customer Success Manager is dynamic, fast-paced, and highly collaborative. You'll enjoy working in a culture that encourages innovative thinking and valuing diverse perspectives. As you play a crucial role in customer engagement, you’ll also have the support of various internal teams to ensure that customer needs are met efficiently.

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What kind of growth opportunities are available for Customer Success Managers at Pirros?

At Pirros, there are significant growth opportunities for Customer Success Managers. Given the startup's rapid revenue growth and evolving landscape, you will have the chance to take on more responsibilities, lead projects, and potentially advance into higher management roles. Plus, with a strong focus on employee development and support, you can expect to enhance your skills continuously.

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Common Interview Questions for Customer Success Manager
How do you prioritize customer accounts as a Customer Success Manager?

When prioritizing customer accounts, I first assess the level of engagement and any potential risks associated with each account. I use data-driven insights to classify customers based on their needs and potential value, allowing me to direct my efforts effectively towards high-risk accounts while nurturing relationships with satisfied clients.

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Can you give an example of a challenging customer situation you managed?

Absolutely! In a previous role, I encountered a customer who was dissatisfied due to a product issue. I took ownership of the situation, reached out to them directly, and facilitated communication with the technical team to provide timely updates. By maintaining transparency and showing empathy, I not only resolved the issue but also strengthened the relationship with the customer.

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What metrics do you track to measure customer success?

To measure customer success, I commonly track metrics such as Net Promoter Score (NPS), customer retention rates, and product adoption statistics. These indicators help me gauge satisfaction levels and identify opportunities for improvement, which is vital for fostering long-term customer relationships.

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How do you handle renewal discussions with customers?

During renewal discussions, I focus on understanding the customer's current experience and any challenges they’re facing. I prepare by reviewing their usage data and outcomes to present a compelling case for continued partnership, emphasizing the value they’ve derived from our services and highlighting any new features that could enhance their experience.

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Describe your approach to building relationships with customers.

My approach to building relationships with customers centers on consistent, proactive communication. I make it a point to regularly check in with clients, understand their goals, and offer tailored solutions that align with their needs. By showing genuine interest and responsiveness, I’m able to foster trust and long-lasting partnerships.

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What strategies do you use to improve customer satisfaction?

I continually seek feedback from customers to understand areas for improvement. I implement personalized engagement strategies based on their preferences, ensuring they feel valued. Additionally, I collaborate closely with product and support teams to address common pain points, which ultimately enhances the customer experience and satisfaction.

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How do you manage multiple projects as a Customer Success Manager?

To manage multiple projects effectively, I prioritize tasks based on urgency and impact using project management tools. I set clear timelines for deliverables and ensure regular communication with stakeholders for updates. This structured approach allows me to maintain focus and deliver results while also being flexible for any unforeseen challenges.

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What do you believe is the most important quality for a Customer Success Manager?

The most important quality for a Customer Success Manager is a genuine passion for customer success. Empathy and the ability to listen actively allow me to understand customers’ needs better and provide solutions that enhance their experience. This customer-centric approach fosters trust and loyalty.

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How do you approach learning about new products or features?

When learning about new products or features, I adopt a hands-on approach by utilizing the product myself. I also participate in training sessions and engage with the product development team to gain insights. This ensures that I can effectively communicate product benefits and enhancements to customers.

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What role does data play in your customer engagement strategy?

Data plays a crucial role in my customer engagement strategy, as it helps me understand customer behavior and usage patterns. By analyzing this data, I can identify opportunities for proactive outreach, tailor my communication, and develop targeted campaigns that resonate with customers, ultimately driving success.

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Pirros is a first real Detail Management System for Architects and Engineers. Store all your details easily. Manage your team&s;s library and continuously improve your details from project to project. Directly integrated with Autodesk Revit

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Full-time, on-site
DATE POSTED
March 16, 2025

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