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About the Role

ICON is seeking a Senior Customer Success Manager to manage end-to-end relationships with Titan customers, from onboarding through active project support. This role involves serving as the primary point of contact, ensuring customer success at every stage, and contributing to the development of scalable Customer Success processes and tools.

Responsibilities

• Coordinate promptly and professionally with the team to handle customer interactions, questions, and requests.
• Serve as the primary point of contact for assigned customers, managing introductions, communications, and meeting cadences.
• Own the customer onboarding process, ensuring accurate and timely completion of agreements, intake materials, and information packages.
• Proactively identify and resolve risks across the customer journey to maintain project schedules.
• Collaborate with internal teams (Sales, Training, Design, Operations, Engineering) for smooth customer journey transitions and system onboarding.
• Ensure HubSpot accurately reflects account journey stages and commitments for leadership visibility.
• Act as the internal point of contact for tracking customer status, surfacing blockers, and escalating issues with clear context and recommendations.
• Gather status updates from cross-functional teams to maintain accurate internal reflection of customer commitments.
• Leverage AI tools for customer data organization, pattern surfacing, and routine tracking automation.
• Build internal dashboards, trackers, and reporting templates for the CS and operations teams.
• Develop and maintain a library of customer-facing tools and assets to scale the Customer Success journey.
• Establish internal documentation, SOPs, and templates to standardize customer information management.

Requirements

• Bachelor's degree in Business, Operations, Engineering, Architecture or a related field.
• 8+ years of experience in customer-facing roles, account coordination, project coordination, or operations support.
• Exceptional organizational skills with the ability to manage and track multiple concurrent accounts or projects.
• Strong written and verbal communication skills, capable of synthesizing complex information into clear updates.
• Proficiency with CRM tools (e.g., HubSpot) and/or project management platforms (e.g., Asana, Monday.com, Jira, Notion).
• Ability to build and maintain structured tracking systems.
• Ability to work cross-functionally and gather status updates in a fast-paced environment.
• High attention to detail and discipline around documentation.
• Self-starter mentality with the ability to identify and organize necessary tracking and systems.
• Willingness to travel to customer locations for initial site scoping or on-site meetings.

Skills

• Customer Service
• Operations Management
• Account Management
• Project Coordination
• CRM Tools (HubSpot)
• Project Management Platforms (Asana, Monday.com, Jira, Notion)
• Data Organization
• Reporting
• Documentation
• AI Tools

Location

• Austin, TX

Work Type

• Onsite

Experience Level

• Senior
• 8+ years

Education Level

• Bachelor's degree

About the Company

• ICON is the first company to commercially scale 3D construction printing.
• ICON is committed to fostering an innovative, inclusive, diverse and discrimination-free work environment.
• ICON is a federal government contractor.

Equal Opportunity

• ICON is an equal opportunity employer committed to fostering an innovative, inclusive, diverse and discrimination-free work environment.
• Employment with ICON is based on merit, competence, and qualifications.
• ICON administers all personnel actions without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability, marital status, veteran status, or any other legally protected classification.
• ICON will make reasonable accommodations for qualified individuals with disabilities.
• ICON maintains an affirmative action program which furthers its commitment and complies with recordkeeping and reporting requirements under certain federal civil rights laws and regulations, including Executive Order 11246, Section 503 of the Rehabilitation Act of 1973 (as amended) and the Vietnam Era Veterans' Readjustment Assistance Act of 1974 (as amended).