Customer Success Manager

Job description

Help bring new technology to live construction sites About XYZ Reality XYZ Reality created the world’s first engineering-grade augmented reality for construction. Our site-safe hardhat, The Atom, overlays the design model onto the live build, so our engineers can verify work as it goes in on some of the most complex mission-critical projects in the world. Backed by Series B investment and growing fast across the US, UK and Europe, we’re a driven, passionate team changing how the industry builds. If you want your work to shape how the world gets built, we’d like to hear from you. Our project delivery team runs XYZ's service on site across multiple active projects, from mobilisation to handover. THE ROLE Customer Success Managers are the face of XYZ Reality for our clients. You'll help people feel the product. This role is for someone who has spent years in construction delivery, in Electrical Engineering, CSA, Project Controls or Commissioning, and knows the industry inside out. You'll use that experience to connect with site teams on their level, understand their pressures, and show them how XYZ Reality helps them deliver better. You're not a software salesperson. You're a construction professional who has found a better way. You'll spend a lot of time on sites, working directly with project teams and building trust. You'll also hold your own in a room with VPs and senior client stakeholders, translating field reality into business value. Location: We're open to candidates based in the UK or across Europe, with regular travel to client sites. KEY RESPONSIBILITIES Own the day-to-day client relationship across your assigned projects, acting as the primary point of contact for site teams, project managers, and senior stakeholders to ensure they are getting full value from the XYZ platform. Drive on-site adoption of the XYZ platform, working directly with field teams to embed the service into daily workflows, remove adoption barriers, and ensure the product is genuinely improving how work gets done. Be the bridge between site and senior leadership, translating on-the-ground performance, issues, and wins into clear reporting and insight for client Project Directors, Construction Directors, and VPs. Identify risks to client satisfaction or adoption early, flagging issues proactively, coordinating with internal teams to resolve them, and maintaining a high standar…