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Role Description

As a Customer Success Manager at IdeaRoom, you’ll play a key role in helping our customers evolve and optimize their use of our platform after launch. You’ll own and grow long-term relationships with our customers by driving adoption, value realization, and retention across the full customer lifecycle.

• Manage a portfolio of accounts and build trusted relationships with key stakeholders.
• Serve as a strategic partner to customers by understanding their business goals and aligning them with our platform’s capabilities.
• Conduct Executive Business Reviews (EBRs).
• Guide customers through onboarding and ongoing adoption and optimization.
• Consult on best practices and proactively identify risks and growth opportunities.
• Coordinate customer needs across internal teams including Sales, Product, Support, and Engineering.
• Advocate for customers internally while maintaining accountability for outcomes such as retention, adoption, and satisfaction.

Qualifications

• 2–6+ years in one or more of:
  • Customer Success
  • Account Management
  • Implementation/Onboarding
  • Support (Tier 2/3) with client ownership
• Relevant Experience:
  • Data analysis (usage data, health scoring, forecasting)
  • CRM usage (Salesforce, HubSpot)
  • CS platforms (Gainsight, Totango, Planhat, Catalyst)
  • Product training & enablement
  • Process documentation
  • Account planning

Requirements

• Strong relationship-building skills
• A consultative mindset
• Natural curiosity
• High EQ
• System thinker
• Technically fluent
• Strong communicator
• Detail-oriented
• Collaborative

Company Description

IdeaRoom is a growth-stage software company that builds interactive 3D product configurators that help building manufacturers and dealers sell complex, customizable products online. We work with a wide range of businesses across North America, combining visual technology with practical business tools to streamline highly-qualified lead generation, sales quoting, building purchases, and customer engagement. Our headquarters is located in Boise, ID and we are a remote first company.