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Customer Success Manager

Customer Success Manager

Customer Success Manager

Acuity International
Atlanta, GA 30339

Job details

Job Type


As we transition to Acuity International, you may see references to Caliburn or Caliburn International in our job postings and application process.

Please note that as of October 1st, Caliburn International is Acuity International and as we phase out our postings and current applications, our company name will be updated.

Our vision aims to empower our clients by actively leveraging our broad range of services. With our global presence, we have career opportunities all across the world which can lead to a unique, exciting and fulfilling career path. Pick your path today! To see what career opportunities we have available, explore below to find your next career!

Customer Success Manager

Position Location: Atlanta, GA

Primary Function

The Customer Success Manager (CSM) is an internal champion for our customers, ensuring long-term customer success relative to the implementation and use of our products and services. The CSM is responsible for customer onboarding, training, product support, problem solving, and resolution.

This role will be responsible for Caliburn’s (Project Time & Cost) Digital Product Portfolio, including our Estimator, CostBook, Cost Modeling, and Parametric Estimating tools. The CSM reports to our Director of Technology Markets and is based in our Atlanta, Georgia office.

All services shall be provided in accordance with established standards, principles and ethics of the profession, applicable professional specialty organizations, and the high-quality standard for which Caliburn International is recognized. Our team actively supports and upholds the Company’s stated vision, mission and values.


  • Developing significant competency in the function and application of our digital products
  • Onboarding and training customers— virtually, in our office, and at customer sites, as required
  • Resolving customer issues; tracking progress and outcomes in our CRM tools
  • Organizing and creating training materials and documentation for our proprietary software and solutions
  • Developing and implementing outreach initiatives to address shortfalls in product adoption and utilization
  • Organizing and analyzing customer questions and feedback to support product improvement
  • Participating in scheduled product demonstrations, webinars, and tradeshows, as required
  • Developing and maintaining schedules for the delivery of customer product training
  • Surfacing opportunities to provide additional, value-added products and services; coordinating with our Sales team
  • Other duties as assigned by manager

Job Requirements

  • Bachelor's degree in a related field, such as Business Administration, Information Technology, Construction Management or similar preferred
  • 5+ years’ (combined) cross-functional experience in Customer Support, Customer Success & Product Training, preferably in a technology service organization
  • Obsessed with providing an exceptional customer experience; extraordinary attention to detail
  • Experience training customers in the application and use of technical software solutions
  • Excellent listening, written, and verbal communication skills
  • Polished interpersonal and oral presentation skills
  • Strong track record in developing and managing customer relationships
  • Familiarity with Software as a Service (SaaS) and Cloud-Based Platforms
  • Successful track record working in cross-functional (matrixed) teams
  • Ability to travel up to 20%

Desired Qualifications

  • Experience creating procedures and guidelines for the implementation of customer success, support, and training
  • Experience organizing and creating technical self-service resources
  • Construction industry knowledge is a plus (especially cost estimation and project management)
  • Technical writing experience is a plus

Acuity International is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, color, sex, national origin, age, protected veteran status, or disability status.

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Hiring for this role

• Mobile: NA

• Location: NA

• Post ID: 21823475

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