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ICON, a pioneer in commercial-scale 3D construction printing, is seeking a Senior Customer Success Manager to join the Titan Customer Success team. This role owns end-to-end customer relationships from printer purchase through active project execution, serving as the primary point of contact for assigned customers throughout their complex, multi-phase journey.
Key responsibilities include:
Customer Ownership: Manage assigned customer accounts end-to-end, owning introductions, ongoing communications, and meeting cadences. Lead the customer onboarding process, ensuring agreements, intake materials, and information packages are completed accurately and on time. Proactively identify and resolve risks across the customer journey—such as contractual obligations, training, material orders, site validations—to keep projects on schedule. Coordinate closely with the team to ensure every customer interaction is handled promptly and professionally.
Cross-Functional Coordination: Collaborate with Sales, Training, Design, Material Operations, Site Support, and Engineering Services to orchestrate smooth transitions at each customer journey milestone. Maintain ICON's centralized customer tracking system (HubSpot) to accurately reflect account health and key commitments. Serve as the internal point of contact for tracking customer status, surfacing blockers, and escalating to the Director of Customer Success with clear context and recommendations. Gather status updates from cross-functional teams to keep customer-facing commitments aligned internally.
Scaling the Team: Leverage AI tools to organize customer data at scale, surface patterns, and automate routine tracking. Build internal dashboards, trackers, and reporting templates adopted by the broader CS and operations teams. Develop and maintain a library of customer-facing tools and assets (cost calculators, presentations, forms, timeline visuals, intake questionnaires). Establish internal documentation, SOPs, and templates that standardize how customer information is captured, organized, and communicated.
Minimum qualifications: Bachelor's degree in Business, Operations, Engineering, Architecture, or related field. 8+ years in customer-facing roles, account coordination, project coordination, or operations support. Exceptional organizational skills managing multiple concurrent accounts or projects. Strong written and verbal communication. Proficiency with CRM tools (HubSpot) and/or project management platforms (Asana, Monday.com, Jira, Notion). Ability to work cross-functionally in a fast-paced environment. High attention to detail and discipline around documentation. Self-starter mentality. Willingness to travel to customer locations.
Preferred: Experience in hardware, construction technology, or capital equipment customer success. Familiarity with construction industry and project lifecycle stages. Early-stage or high-growth company experience. Experience with Palantir Foundry or comparable data/operations platforms.
