Technical & Product Support

• Act as the first point of contact for customer product and technical queries.
• Perform initial investigation and diagnosis of customer issues before coordinating with Product, Data Science, Engineering, or Technical Support where required.
• Manage customer issues through to resolution while maintaining clear communication with the customer.
• Test sample datasets and product functionality where required to investigate issues or validate expected behaviour.
• Develop a strong working knowledge of asBuilt IQ's products, workflows, data, and technical environment.

Voice of the Customer

• Represent the customer within asBuilt IQ, ensuring feedback, needs, and pain points are clearly communicated internally.
• Identify recurring customer needs, product opportunities, and areas for improvement.
• Translate customer feedback into clear requirements and actionable insights for internal teams.
• Support Product in understanding how customers use the platform and where further development may create customer or business value.
• Help maintain alignment between customer needs, business priorities, and product direction.

Customer Success Operations & Reporting

• Establish and maintain effective Customer Success processes, workflows, and documentation.
• Track customer adoption, engagement, satisfaction, retention, and other relevant KPIs.
• Maintain accurate customer information, activity, and feedback within relevant internal systems.
• Report on customer health, risks, opportunities, and performance.
• Develop and improve Customer Success processes as the customer base grows.

Cross-Functional Collaboration

• Work closely with Sales, Product, Data Science, Engineering, and other stakeholders to deliver a consistent customer experience.
• Create a shared understanding of customer requirements and priorities across the business.
• Coordinate internal teams where customer issues or opportunities require cross-functional input.
• Undertake other reasonable duties as required by the business.

GENERAL DUTIES & RESPONSIBILITIES

• Prioritise workload to ensure high-value work is completed efficiently and to a high standard.
• Contribute to a positive, collaborative workplace culture.
• Demonstrate strong interpersonal and professional communication.
• Responsibly manage business resources within relevant accountability levels.
• Comply with employment, workplace, and Health & Safety requirements.
• Undertake reasonable and lawful duties as required and act in the best interests of the business.

AREAS OF ACCOUNTABILITY

The Customer Success Lead is accountable for:

• Customer relationships and experience across the customer lifecycle.
• Successful onboarding, implementation, adoption, and achievement of agreed customer outcomes.
• Customer retention, satisfaction, and ongoing engagement.
• Identifying expansion opportunities and working with Sales to progress them.
• Capturing and representing the voice of the customer across the business.
• Monitoring and reporting Customer Success metrics, customer health, and KPIs.
• Developing scalable Customer Success processes as the customer base grows.
• There is no direct budget responsibility associated with this role, although time recording will be required.

EXPERIENCE & EDUCATION

The successful candidate will ideally have:

• Approximately 6+ years of relevant professional experience, considered alongside industry knowledge, technical capability, and customer-facing experience.
• Demonstrated experience in a customer-facing role within a software, technology, or technology-enabled environment.
• Strong construction industry knowledge, preferably working with or alongside main contractors.
• Experience supporting customers through onboarding, implementation, training, and ongoing product adoption.
• Experience building and maintaining strong customer relationships.
• Experience working across Sales, Product, Technical, and/or Engineering teams.
• Experience identifying customer needs and translating them into actionable requirements or opportunities.
• Experience with SaaS, cloud-based software, data, and digital workflows.
• Strong understanding of Customer Success principles and the customer lifecycle.
• Ability to investigate technical issues and work with technical teams to resolve customer problems.
• Strong written and verbal communication skills.
• Degree-level qualification or equivalent relevant experience preferred.

SKILLS & COMPETENCIES

The Customer Success Lead will demonstrate:

• Customer Relationship Management: Builds strong, trusted relationships and develops a thorough understanding of customer needs, workflows, and objectives.
• Construction Industry Knowledge: Understands construction workflows, project environments, and the requirements of main contractors and infrastructure organisations.
• Technical Aptitude: Learns software, data, and digital workflows quickly and communicates technical concepts clearly to technical and non-technical audiences.
• Commercial Awareness: Understands customer and business drivers and identifies opportunities to increase customer value and expand product or service use.
• Communication & Presentation: Communicates confidently with customers and internal stakeholders and can deliver effective demonstrations, training, and presentations.
• Problem Solving: Investigates customer and technical issues logically, identifies root causes, and works collaboratively to develop practical solutions.
• Cross-Functional Collaboration: Works effectively across Sales, Product, Data Science, and Engineering to achieve customer outcomes.
• Voice of the Customer: Identifies recurring themes and effectively communicates customer feedback and priorities across the organisation.
• Ownership & Initiative: Takes ownership of customer outcomes, proactively identifies risks, and drives actions through to completion.
• Organisation: Effectively manages multiple customers, priorities, and competing deadlines.
• Adaptability: Quickly develops knowledge of new products, technologies, workflows, and industry requirements in a fast-moving environment.
• Customer Success Analytics: Uses customer health, adoption, engagement, satisfaction, and retention metrics to proactively manage relationships and identify opportunities for improvement.