Customer Success Manager [CCP for ICT Professionals (Sales & Marketing)

About Airsquire

Airsquire is a Singapore tech company revolutionizing Industry 4.0 jobsites with our cutting-edge 360° A.I. space virtualization technology. We are riding on the Smart Nation wave in construction digitalization in Singapore and have acquired the largest enterprise clientele of reputable real estate developers and builders.

Our product, Airsquire 360° Virtual Sites, helps capture, visualize, and share interactive 360° "street views" of jobsites simply and quickly. We are building on our momentum in the market and growing our team. If you identify as a challenger, self-starter, and team player who wants to work with an open-minded, talented, and energetic team - then Airsquire is for you!

The Opportunity: Drive SaaS Adoption in a High-Growth AI Startup

We are looking for a Customer Success Manager to drive client satisfaction, user adoption, account retention, and lifetime value across our enterprise accounts. In this role, you will bridge the gap between Airsquire’s 360° AI virtualization platform and client workflow requirements, ensuring clients derive optimal value from our technology.

We welcome candidates from B2B SaaS, account management, commercial, or technical support backgrounds who are passionate about tech adoption, consultative relationship building, and driving measurable client outcomes. While not mandatory, any prior background or familiarity with the built environment or site workflows is welcomed as a bonus.

What You Will Do

• Seamless Onboarding: Lead end-to-end software deployment for new enterprise accounts, focusing on workflow integration, onboarding budget tracking, and quick time-to-value. Determine onboarding success criteria with client champions, coordinate deployment schedules, and manage initial user rollout milestones.

• User Adoption & Training: Conduct engaging remote and on-site training sessions. Create clear, accessible onboarding guides, case studies, and educational resources to ensure seamless user adoption across site teams and corporate stakeholders, evaluating rollout success and celebrating key milestone wins.

• Proactive Account Management: Build and maintain deep relationships with key client stakeholders. Monitor usage data and telemetry trends to evaluate account health, identify accounts at risk of churn, and execute proactive retention strategies.

• Account Growth & Renewals: Identify opportunities for account expansion, upselling, and cross-selling based on client business strategies and technology maturity. Manage contract renewal cycles and collaborate with commercial teams to maximize customer lifetime value.

• Voice of the Customer: Gather structured user feedback, map business workflows, and conduct deep-dive business needs analysis. Collaborate directly with Product Management (via tools like Jira or Figma) to communicate market requirements, guide feature improvements, and influence product roadmap priorities.

• Customer Success Strategy & Analytics: Track key performance indicators (KPIs), usage metrics, and account health benchmarks. Provide operational inputs to refine customer journey touchpoints, establish service standards, and elevate overall customer experience.

• Support & Escalations: Serve as the primary contact for client inquiries, resolving software usage tickets swiftly and empathetically. Establish internal service level agreements (SLAs) and direct technical issues to engineering teams, managing problem lifecycles to prevent recurring incidents.

Who You Are

• Education: Diploma or Bachelor's Degree in Business, Communications, Information Technology, AEC, or a related field.

• Experience: 2 to 4 years of hands-on experience in Customer Success, Account Management, or B2B SaaS implementation.

• AEC Exposure (Bonus): No prior construction or AEC experience is required. A degree, diploma, or past exposure to Architecture, Engineering, Construction, or Facilities Management is a welcome bonus.

• Communication & Empathy: Exceptional written and verbal English communication skills. High empathy and patience with an ability to simplify complex technical software into clear, actionable concepts for diverse stakeholders.

• Tech-Savvy & Analytical: Comfortable mapping business processes and using CRM/analytics tools (e.g., HubSpot, Pipedrive, Mixpanel) to track account health.

• The "Challenger" Mindset: Highly organized, self-motivated, and eager to take full ownership of client outcomes in a fast-paced scale-up environment.

Why Airsquire?

• Direct C-Suite Exposure: Interface directly with C-suite decision-makers, Project Directors, and Digital Transformation Leads across Singapore’s top real estate developers and builders, positioning yourself as a trusted advisor to industry leaders.

• Hybrid Work Environment: Enjoy a modern, trust-based culture with a blend of office, remote, and client-facing days.

• High-Impact Innovation: Work directly with a flat-hierarchy team pushing the frontiers of AI and digital twin technologies