Digital Customer Success Lead

We are looking for a New York City based or US based remote Digital Customer Success Lead to join our talented, dynamic, and rapidly growing global team. We have an in-office policy of 2 days per week for local NYC and London-based employees. 

Company Description

OpenAsset is the leading marketing platform for the Architecture, Construction, and Engineering industries, trusted by 1,000+ clients over 20 years. Our mission is to be the most innovative partner to AEC firms, delivering solutions that help win more projects. We recently announced a new AI-Proposal product Shred to continue this mission.

We're a diverse, collaborative, and fast-growing team of 110+ employees with offices in New York, London, and Australia and a global client base. Backed by Marlin Equity Partners, we're passionate about creating an inclusive workplace where everyone feels valued and has a voice, and we actively hire from a diverse pool of candidates.

Digital Customer Success Lead Description

As our Digital Customer Success Lead, you will help a growing pooled portfolio of approximately 300 OpenAsset clients representing roughly $5M in ARR get more value from their investment. You will combine practical product guidance with one-to-many program design, creating a customer experience that gives clients timely help, builds confidence with OpenAsset Source, and scales beyond a traditional one-to-one coverage model. This is a foundational opportunity to define how OpenAsset supports customers who do not have a traditional dedicated CSM. You will establish proactive engagement cadences, turn recurring questions into useful self-service resources, and use customer health, product usage, automation, and AI to make outreach more relevant. Your work will help AEC firms get lasting value from their project information and digital assets while creating a stronger foundation for future adoption of the broader OpenAsset platform, including Shred.

You will work closely with CS leadership, Account Managers, CSMs, Product, Marketing, Operations, Sales Engineers, and technical teams. The role is ideal for someone who enjoys solving real client problems while also building the programs, workflows, and measurement practices that can support hundreds of customers as OpenAsset grows. 

Responsibilities

• Establish a baseline for the pooled portfolio by analyzing client needs, adoption patterns, existing resources, coverage gaps, and signals that indicate risk or opportunity.
• Create a repeatable process for responding to pooled clients' configuration, product, and training questions, with clear escalation paths to CSMs, technical teams, Product, or other partners.
• Launch segmented engagement plays such as targeted outreach, office hours, webinars, lifecycle campaigns, and self-service resources that improve adoption without requiring every interaction to be one-to-one.
• Translate recurring customer questions and product friction into reusable help content, enablement resources, and recommendations for Product and CS leadership.
• Use customer health, product usage, and engagement data to prioritize outreach, identify adoption gaps, measure program effectiveness, and recommend where human attention will have the greatest impact.
• Partner with CSMs and CS leadership to define the ideal profile for pooled coverage and create a scalable way to identify eligible clients from CSM-owned books.
• Guide clients through OpenAsset Source workflows, troubleshoot configuration and workflow questions, and connect relevant Shred.ai or broader platform opportunities to Account Managers and product specialists.
• Use AI and automation to draft and personalize communications, summarize interactions, surface recurring patterns, and improve the speed and relevance of customer support while validating outputs and applying sound judgment.

Skills and Experience Must Haves

• 3–5 years of relevant customer success experience, with the range serving as a proxy for the practical judgment required to manage complex SaaS customer needs and build repeatable programs.
• Demonstrated experience managing a high-volume portfolio of 150–200 or more accounts in a B2B SaaS environment while maintaining useful prioritization and customer responsiveness.
• Hands-on experience building and running a scaled or digital customer success program for a large SaaS portfolio, including one-to-many engagement rather than only delivering one-to-one account management within an established model.
• Technical and AI fluency, including the ability to learn SaaS products, troubleshoot configuration and workflow questions, and use AI, automation, customer engagement platforms, and usage data to improve customer outcomes at scale.
• A bachelor's degree or equivalent practical experience is preferred. 

Nice to Haves

• Experience designing one-to-many programs such as webinars, office hours, lifecycle campaigns, or self-service resources.
• Comfort using customer health and product usage data to identify adoption gaps, prioritize outreach, and measure program effectiveness.
• Experience managing help-site content or designing a help-site or customer university experience.  Experience with digital asset management or proposal automation tools.
• Familiarity with architecture, engineering, construction, or related industries. 

Benefits 

• Competitive salary
• Medical / Dental / Vision coverage — 100% employer-paid for employees, 50% employer-paid for dependents
• 20 days paid time off per year + federal holidays
• 5 paid sick days
• Work from home flexibility
• Commuter benefits
• 401k with employer match (via Empower Retirement)
• Paid parental leave
• Career growth and development opportunities

This position is not eligible for visa sponsorship.

OpenAsset is an Equal Opportunity Employer. We base our employment decisions entirely on business needs, job requirements, and qualifications—we do not discriminate based on race, gender, religion, health, parental status, personal beliefs, veteran status, age, or any other status. We have zero tolerance for any kind of discrimination, and we are looking for candidates who share those values. Applications from women and members of underrepresented minority groups are welcomed.