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About the Role
The CSM is the primary relationship owner for Asite customers, responsible for driving platform adoption, customer satisfaction, and long-term retention. This role acts as a trusted advisor, coordinating onboarding, training, and strategic account reviews, while proactively identifying risks and opportunities to ensure client success and value realization, particularly in the AEC sector.
Responsibilities
- Lead onboarding sessions and adoption check-ins tailored to client workflows.
- Deliver Quarterly Business Reviews (QBRs), usage insights, and strategic recommendations.
- Monitor account health and usage metrics to ensure clients are achieving expected outcomes.
- Identify risks to adoption or satisfaction and coordinate mitigation plans with internal teams.
- Partner with Growth Consultants to identify and support upsell, cross-sell, and renewal opportunities.
- Act as the voice of the customer, escalating feedback to Product and leadership teams.
- Work with Technical Consultants to resolve platform challenges, implement enhancements, and support client onboarding.
- Coordinate with Shared Services teams for reporting, documentation, and operational support.
- Contribute to internal knowledge sharing and customer success playbooks.
Requirements
- Eligible & willing to undergo SC (Security Check) clearance
- 3+ years of experience in SaaS Customer Success, Account Management, or Client Services.
- Strong relationship management and stakeholder engagement skills.
- Ability to interpret usage data and translate insights into actionable recommendations.
- Familiarity with enterprise software delivery and customer lifecycle management.
- Ability and willingness to get relevant security clearance if required.
- Experience supporting clients in construction, infrastructure, or asset management sectors.
- Understanding of CDE platforms, BIM workflows, or ISO 19650-aligned processes.
- Exposure to CRM systems and customer success platforms (e.g., Salesforce, Gainsight).
- Commercial awareness and ability to support growth initiatives.
- Customer advocate with a proactive, solution-oriented mindset.
- Analytical and detail-focused, with strong organisational skills.
- Clear communicator, able to engage both technical and non-technical stakeholders.
- Collaborative and adaptable in a fast-paced, client-facing environment.
Skills
- Relationship management
- Stakeholder engagement
- Data interpretation
- Enterprise software delivery
- Customer lifecycle management
- Security clearance
- Construction sector support
- Infrastructure sector support
- Asset management sector support
- CDE platforms
- BIM workflows
- ISO 19650-aligned processes
- CRM systems
- Customer success platforms
- Commercial awareness
- Proactive mindset
- Solution-oriented mindset
- Analytical skills
- Detail-oriented
- Organizational skills
- Communication skills
- Adaptability
Experience Level
- 3+ years of experience in SaaS Customer Success, Account Management, or Client Services.
About the Company
- Asite customers operate within the AEC sector, where digital transformation, Common Data Environments (CDEs), and ISO-compliant workflows are key to operational success.