Cohesion is a leading Intelligent Buildings software solution that is disrupting how buildings operate and how people engage with buildings – from real estate owners/investors, operators, building engineers, to tenants and visitors. Our cutting-edge converged IoT-enabled platform brings together building systems, building software, and business applications into a single portal for on web and mobile platforms to forge the path to autonomous buildings. 

We are searching for a Customer Success Manager to join our rapidly growing team.  This role will report to the Chief Revenue Officer.  We are small and our people wear many hats; this role is no different.  The Customer Success Manager needs to meet our customers where they are, understand their needs, and build an organized approach to satisfying them.  The right candidate will enjoy customer engagement, a fast-paced environment, working through challenging problems, quickly establishing and maintaining structure, and efficiently delivering value to our customers. 

You might be the perfect fit for this role if you: 

• Live to serve 

• Know what customers want 

• Get stuff done 

• Never give up 

• Are at your best when customers are at their worst – because you know you will help 

• Know how to find support trends and systematically solve them 

• Can work across teams to find solutions 

• Have a knack for organizing a myriad of input signals, corrective actions, and responses 

• Can use data to tactfully and clearly articulate improvement areas and inefficiencies 

• Thrive in chaos but move progressively toward structure and order in the right places at the right times 

What You’ll Do 

Whatever it takes:  Day 1 is kind of a freebie because of onboarding, but from Day 2 on, what you will do is mostly whatever it takes to make customers happy.  We have a ton of things going on, and what we need most out of this role is a person who finds all customer complaints and helps resolve them in a logical order – without direction or specific guidance. 

Here are some specific items we see this role accomplishing: 

• Establishes and manages the customer support practice for Cohesion 

• Intakes and reproduces issues from customers and escalates them to the appropriate person or department – Solution Engineering, Product, Tech, etc.  

• Develops an in-depth understanding of cohesion products and the roadmap to properly educate customers and communicate effectively with a variety of personalities and technical backgrounds. 

• Evaluates and implements customer support tool(s) to effectively track and serve the needs of our clients. 

• Builds and maintains a customer facing knowledge base that encourages and makes self-help a desirable 1st step. 

• Creates and continually grooms a dashboard of high priority issues that need to be resolved for our clients. 

• Desire and aptitude to grow with us:  hires, onboards, and trains customer support team members to be a world class teams. 

• Analyzes customer concerns in the aggregate to identify trends and understand the most critical aspects of the Cohesion product for maintenance and support. 

• Maintains a communication plan for changes to the Cohesion platform. 

• Implements policies with internal teams to establish a level of quality customer service that exceeds customer expectations. 

Required Qualifications 

• Bachelor’s degree + 3 years’ experience of Software/Application Support experience 

• Strong technical understanding & vernacular, but ability to communicate with clients in simple, common language.  

• Skilled at championing customer needs - earning commitment from internal stakeholders to resolve issues in a timely fashion  

• Empathetic, positive attitude with a desire to help our customers reach their goals 

• Desire to meet onsite with clients to troubleshoot issues.  

• Flexible approach, able to operate effectively with uncertainty and change 

• Passion for technology and for being a part of a fast-growing SaaS company 

• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services) 

• Experience working with, and managing, stakeholders and customers 

• A high level of accuracy and attention to detail is required 

Desired Qualifications 

• Relevant industry experience. 

• Early-stage startup experience. 

What you can expect from Cohesion   

Cohesion is proud to offer a comprehensive benefits package to eligible, full-time employees in the United States.  Our benefits are designed to invest in our employees— and their family’s —well-being, including investments in their health, happiness, and well-being.  

• Receiving a competitive compensation package including an annual performance bonus  

• Eligible for generous benefits such as health/dental/vision insurance, short- and long-term disability, and an employer sponsored 401k match program 

• Eligibility to participate in our Transit Benefits Program to receive tax-free benefits to assist with commuting costs 

• Receiving a monthly cell phone reimbursement 

• Eligibility to participate in the Wellness Reimbursement Program after 6 months of employment 

• Enjoying a responsible unlimited PTO program to help employees manage work life harmony 

• Enjoying a Week of Catch-Up during the last week of the calendar year to catch up on work or personal things so you can start the new year with a clean slate 

• 2-way flexibility of work schedules 

• Dressing for your day   

• Working in an open environment with creative optional brainstorming sessions for all employees   

• Participating in an Annual All Staff Meetings that is a two day mix of professional development and fun 

• Participating in an all-employee lunch per month, an all-employee breakfast per month, and monthly social event 

• Enjoying a hybrid work environment, including access to a great 6,000 square foot office space in Chicago with office snacks and drinks and breakout rooms 

• Enjoying family leave benefits   

At Cohesion, we see diversity and inclusion as a source of strength. We believe building trust and innovation are best achieved through diverse thought and practice. Individuals seeking employment at Cohesion are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.