Customer Success Manager

We are looking for a bilingual (English and French) Customer Success Manager. This position will play a critical role in ensuring Newforma customers maximize the value of Newforma’s Project Information Management (PIM) and BIM Coordination software. You will serve as a trusted advisor, helping design and construction firms optimize their workflows, improve collaboration, and drive successful project outcomes. In addition to customer retention, you will work closely with sales to support prospects during the evaluation process and contribute to new business growth.

In this role, your responsibilities will include:

• Guide new customers through a structured onboarding process, ensuring successful adoption of our software.
• Develop strong relationships with key customer stakeholders, providing best practices and proactive guidance.
• Act as the customer’s advocate, addressing issues, providing solutions, and collaborating with internal teams to enhance the product experience.
• Drive customer retention and identify opportunities for product expansion through upselling and cross-selling.
• Gather insights from customers and relay feedback to the product and engineering teams to drive continuous improvement.
• Track and analyze customer usage, engagement, and satisfaction to ensure long-term success.
• Partner with the sales team to assist in product demonstrations, proof-of-concept projects, and technical discussions to help convert prospects into customers.
• Provide industry expertise and use case recommendations to potential customers evaluating our software.

Requirements for the position include:

• Bilingual in English and French (verbal and written)
• Minimum 3 years of experience in a construction-related industry
• Excellent verbal and written communications skills in English are mandatory (USA and International Markets focused position)
• Construction Software implementation or training experience is a strong asset
• Experience in customer success, account management, sales support, or technical consulting in a software/SaaS company.
• Knowledge of BIM coordination, Project Information Management, or related construction/design technologies.
• Strong communication and presentation skills to engage both technical and non-technical stakeholders.
• Ability to troubleshoot customer challenges and work cross-functionally to resolve issues.
• Ability to travel domestic and internationally (up to 25%)

Nice to have qualifications for this position include:

• Post-Secondary Education Degree
• Experience working in or supporting Architecture, Engineering, or Construction (AEC) firms.
• Understanding of construction project lifecycles, document management, and compliance requirements.
• Prior experience in change management, software implementation, or workflow consulting.

Skills

Required

• Microsoft Office Suite
• Project Management
• Scheduling and Planning
• Sales and Upselling