Customer Success Manager

About Cohesion

Cohesion builds the software, AI, and advisory services that connect people, systems, and spaces in commercial real estate: access control, smart maintenance, tenant experience, and energy management, all from one platform.

About the position

The Customer Success Manager owns post-implementation customer outcomes, from go-live through renewal readiness. You drive adoption, value realization, retention, and ongoing satisfaction through structured success planning, operational alignment, and proactive support coordination.

You partner closely with customer stakeholders and internal teams across Support, Product, Engineering, and Delivery. You keep relationships strong, surface risks early, and make sure customers see measurable business outcomes from Cohesion.

This is a fast-paced startup environment. Our hours are not always standard, but we believe strongly in flexibility, autonomy, and ownership. The ideal candidate is hungry, curious, and energized by ambiguity, with strong instincts for connecting product usage to real-world building operations.

What you will do

Customer relationship ownership

• Serve as the primary customer owner after implementation handoff and keep an up-to-date stakeholder map.
• Set up and run communication rhythms, including working sessions, status check-ins, and executive touchpoints.

Success planning and value realization

• Build and run Customer Success Plans that define outcomes, prioritized use cases, KPIs, adoption milestones, and business review cadences.
• Partner with customers to track value and keep the work aligned to their operational goals.

Adoption, enablement, and product utilization

• Drive user enablement through training, documentation, best practices, and operational workflow support.
• Spot adoption risks early and create intervention plans to close gaps in usage, engagement, or process.

Support and SLA coordination

• Coordinate escalations, incident communications, and SLA-related updates for operational issues, working alongside Support.
• Advocate internally for customer needs and prioritize resolutions based on customer impact.

Voice of the customer

• Collect feedback, identify themes, and turn customer needs into actionable insights for Product and Engineering.
• Close the loop with customers on progress, release updates, and workarounds when needed.

Account health monitoring

• Monitor account health signals, including usage, ticket trends, engagement, and satisfaction.
• Run proactive outreach plans to address risk and improve customer health.

Business reviews and executive alignment

• Facilitate QBRs and EBRs, report on KPIs, and align stakeholders on roadmap, releases, and outcomes.

Expansion identification

• Identify and document expansion opportunities and product fit gaps, then route them to the right commercial owner (Sales, AE, or AM) for pricing and contracting.

Deliverables

• Customer Success Plan (outcomes, KPIs, adoption milestones).
• Stakeholder map and communications cadence.
• Adoption and enablement plan (training schedule, materials, onboarding for new users).
• Health reporting (usage, support trends, risks, renewal readiness signals).
• QBR and EBR materials and KPI reporting.
• Escalation communications plans for major incidents, as needed.

Outside this role

• Project managing the implementation, which the Implementation Project Manager owns.
• Writing statements of work or managing implementation cutovers.
• Contract negotiation, renewals execution, or pricing, which Sales, RevOps, or Account Management own.

Required qualifications

• 4+ years of experience in customer success, account management, implementation follow-through, or a related client-facing role in SaaS or technology-enabled services.
• Proven ability to drive adoption and measurable value outcomes across a portfolio of accounts.
• Strong customer communication and stakeholder management skills, including comfort working with senior leaders.
• Experience translating customer goals into success plans with KPIs, milestones, and executive business reviews.
• Ability to coordinate cross-functional teams and handle escalations with calm judgment and clear communication.
• High attention to detail, strong operational rigor, and comfort managing competing priorities in a fast-paced environment.
• Experience with CRM, customer success, and support tools (Gainsight, Catalyst, Zendesk, Salesforce, Monday.com, or similar).

Desired qualifications

• Experience in smart building technology, proptech, enterprise SaaS, or operational technology environments.
• Familiarity with security, access control, or building operations concepts.
• Experience partnering with Product and Engineering on customer feedback loops and roadmap inputs.
• Comfort interpreting product usage data to identify trends, risks, and growth opportunities.

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 families, supporting their health, happiness, and overall quality of life.

Health and wellness

United Healthcare PPO medical coverage, dental and vision through MetLife, short and long-term disability, a $40 monthly wellness reimbursement, and pet insurance.

Retirement

401(k) with a 100% match on the first 1% of compensation, plus a 50% match on the next 5%.

Work-life balance

Paid time off (PTO): enjoy a responsible unlimited PTO program after 3 months of employment.

Remote work: up to 4 weeks annually of fully remote work.

Hybrid work environment: Chicago-based employees work out of our bright and sunny HQ office Tuesday through Thursday, with snacks, drinks, collaboration space, and an outdoor patio overlooking the Chicago River.

Professional development and culture

Collaborative environment: work in an open environment with optional creative brainstorming sessions for all employees.

Annual all-staff gathering: participate in a two-day mix of professional development and fun.

Monthly events: enjoy an all-employee lunch per month, an all-employee breakfast per month, and monthly social events.

Additional perks: $50 monthly cell phone reimbursement and tax-free transit 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.