Customer Success Manager - Architecture Clients

About the role

BetterPros is looking for an Account Manager to join its Customer Success team, owning the strategic and commercial relationship with a portfolio of U.S.-based architecture and AEC clients. The position is full-time and requires availability during U.S. business hours, with a 100% remote setup.

Key responsibilities

• Manage the commercial and operational relationship with a portfolio of assigned client accounts.
• Lead kick-off meetings for new clients and new roles within existing accounts, and run periodic catch-up meetings to review performance, analyze hours and gather feedback.
• Prepare and lead Quarterly Business Reviews (QBRs) with leadership, including consolidated performance and financial reports.
• Identify and drive cross-selling and upselling opportunities, including new profiles, expanded services and workload increases.
• Define monthly billable-hours forecasts and run account health reviews, monitoring workload deviations and defining corrective actions.
• Create and manage candidate search tickets with Recruiting, from shortlisting through interviews and selection.
• Resolve client and professional issues and mediate conflicts when needed.
• Maintain accurate records of client interactions and account developments in HubSpot.

Required profile

• Bachelor's degree in Architecture or a closely related AEC discipline, with hands-on project experience.
• Prior experience with U.S.-based AEC companies, with understanding of U.S. construction phases (SD, DD, CD, CA), documentation standards and the imperial system.
• Experience in account management or client relationship management, ideally in B2B services or staffing.
• Strong commercial acumen, with a track record of closing account expansion opportunities.
• Advanced English, both written and spoken, able to lead executive-level conversations.
• High level of autonomy and organization, able to manage multiple accounts at once.

Required skills

• Technical fluency in AEC tools such as Revit, BIM, AutoCAD and construction documentation.
• Forecasting and basic financial analysis skills.
• CRM proficiency; HubSpot strongly preferred.
• A great plus: project management experience, prior client-facing experience at an AEC remote-staffing company, and experience running QBRs.

What we offer

• 100% remote work from anywhere on U.S. projects.
• Compensation paid in U.S. dollars.
• ProsAcademy mentorships and constant learning and growth.
• Partnerships with more than 130 U.S. clients.