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Customer Success Manager
Customer Success Manager
Department
Customer Success
Location
London/Europe – Extensive travel required
About XYZ Reality
XYZ Reality are the creators of the world's first and only engineering-grade Augmented Reality solution, purpose-built for the construction industry. Not only have we developed this holographic technology, capable of operating within The Atom — a smart, site-safe headset/hardhat — but we also implement it on projects. Leveraging the power of AR, we ensure that all schemes are delivered on time and within budget.
Now growing to over 100 staff across the UK, US & Europe, XYZ collaborates closely with Mission Critical organizations and construction companies to successfully deliver major projects.
The Role
Customer Success Managers serve as the face of XYZ Reality for their clients. Their role focuses on making a tangible difference in how the product is experienced by the teams who use it.
This position is tailored for those who have spent years in construction delivery, specializing in areas such as Electrical Engineering, CSA (Civil/Structural/Architectural), Project Controls, or Commissioning. You’ll leverage your deep industry knowledge and unique perspective to connect with site teams on their terms, helping them understand and reap the benefits of XYZ Reality.
Key Responsibilities
- Primary Client Relationship Manager: Serve as the key point of contact for site teams, project managers, and decision-makers, ensuring they maximize the value of the XYZ platform.
- On-Site Adoption Advocate: Actively drive the integration of the XYZ platform into daily workflows, removing barriers to adoption and ensuring measurable improvements in how work is executed.
- Bridge Between Teams: Translate real-world observations, challenges, and successes for client stakeholders (from Site Representatives to Project Directors, Construction Directors, and VDs), tapping into on-the-ground realities to inform business decisions.
- Proactive Issue Resolution: Champion client satisfaction and platform adoption. We look to identify and preempt risks early, collaborate with internal teams to resolve them, and cultivate unwavering quality across every engagement.
- Drive Partnership & Growth: Bolster account retention and commercial expansion by nurturing strong partnerships, touting the platform’s tangibles, and informing client readiness conversations in close collaboration with the Commercial team.
- Real-World Feedback Loops: Channel field observations, client feedback, and usage patterns into Product, Operations, and Leadership initiatives, helping guide the evolution of the XYZ platform and service.
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Required Qualifications
- Technical Expertise: A built-up, hands-on history in construction delivery, focused on Electrical Engineering, CSA (Civil/Structural/Architectural), Project Controls, or Commissioning,particularly on substantial schemes.
- Site-Empathy & Stakeholder Communication: Equally at ease engaging with the sub-contractor on-site or holding the floor with VP-level executives—believability comes from walking with the field teams while speaking the language of leadership.
- Field-Focused Role: Expect extensive travel to projects for the majority of the week. This isn’t a primary desk job, but a ** apabilaable position** that prioritizes engagement on the worksite.
- Open Mind to Innovation: Though not a tech specialist, bring a curiosity for technology and a readiness to embrace how smarter tools can transform the industry. It is the construction professional’s innovations that will shape this landscape.
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Key Experience and Skills
✔ Construction Specialism – Ultimately Electrical, CSA, Project Controls, or Commissioning ✔ Relatable Credibility – Naturally fosters trust with both site teams and senior stakeholders ✔ Sharp Communication – Confidently articulates insights from the sub-contractor up to the VP ✔ Client-Centric Mindset – Focused on driving straight measurable business value ✔ Inquisitive Technologist – Eager to understand technology and willing to expand expertise ✔ Adaptability & Agility – Flourishes in dynamic and fast-evolving environments
Benefits
🏝️ 25 days annual leave + public holidays
🩺 Private healthcare via Vitality
🎄 Christmas shutdown days (typically 2–4 days above leave)
🚇 Office located within a 5-minute walk from Angel station
🏠 Hybrid working arrangements available
🪙 Biannual salary reviews
🥳 Regular gatherings, including summer/Christmas staff parties
🍣 Free, nutritious lunch served in-office, plus bi-weekly drinks gatherings
💰 Employee referral program
🚀 Opportunity to revolutionize construction—make a tangible, real-world impact on an industry in need of transformation.
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