ICON
Senior Customer Success Manager
Austin, Texas, United States · Senior · Contract
Sponsorship not specifiedDetected 24 days ago
Project ManagementJiraHubSpotCRMAccount ManagementOnboardingCustomer SuccessCustomer SupportLeadershipCommunicationPublic SpeakingOrganizational Skills
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odds of building a lasting career here
37Risky
Cap-exempt (no lottery)0
Sponsors this role80
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
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About the role
- ICON is looking for a customer service oriented, and operationally driven Senior Customer Success Manager to join our growing Titan Customer Success team.
- As the first company to commercially scale 3D construction printing, we deploy a complex, multi-stage customer journey from purchasing a printer to planning and executing successful 3D printing construction projects.
- This role is based at ICON's Austin, TX campus and reports directly to the Director of Customer Success.
Responsibilities
- Own the customer onboarding process end-to-end, ensuring agreements, intake materials, and information packages are completed accurately and on time.
- Leverage AI tools to keep customer data organized at scale, surface patterns, and automate routine tracking. Build internal dashboards, trackers, and reporting templates the broader CS and operations teams adopt.
- Build and maintain a library of of customer-facing tools and assets (cost calculators, presentations, forms, timeline visuals, intake questionnaires) that scales the Customer Success journey end-to-end.
Requirements
- Bachelor's degree in Business, Operations, Engineering, Architecture or a related field.
- 8+ years of experience in customer-facing roles, account coordination, project coordination, or operations support.
- Proficiency with CRM tools (e.g., HubSpot) and/or project management platforms (e.g., Asana, Monday.com, Jira, Notion)
- Ability to work cross-functionally and gather status updates from multiple teams in a fast-paced, dynamic environment.
- Self-starter mentality with the ability to identify what needs to be tracked and organized, even when the system doesn't yet exist.
Nice to have
- Experience supporting a customer success or account management function in a hardware, construction technology, or capital equipment environment.
- Experience working in early-stage or high-growth companies where processes are being built from the ground up.
- Experience with Palantir Foundry, or comparable data and operations platforms, for building internal dashboards, trackers, and cross-team workflows.
- ICON is an equal opportunity employer committed to fostering an innovative, inclusive, diverse and discrimination-free work environment.
- Employment with ICON is based on merit, competence, and qualifications.
- Consistent with the obligations of these laws, ICON will make reasonable accommodations for qualified individuals with disabilities.
- Headhunters and recruitment agencies may not submit candidates through this application.
- ICON does not accept unsolicited headhunter and agency submissions for candidates and will not pay fees to any third-party agency without a prior agreement with ICON.
Benefits
- Ensure ICON's centralized customer tracking system, HubSpot, accurately reflects each account's journey stage and key commitments, giving leadership a reliable view of account health.
Company info
- You'll serve as their primary point of contact for assigned customers and ensure they have what they need to succeed at every stage of a complex, multi-phase journey.
- As part of our compliance with these obligations, the Company invites you to voluntarily self-identify as set forth below.
- Serve as the primary point of contact for assigned customers - owning introductions, ongoing communications, and meeting cadences from onboarding through active project execution.
- Collaborate closely within the Customer Success team to organize and coordinate internal cross functional handoffs across Sales, Training, Design, Material Operations, Site Support, and Engineering Services for smooth transitions at each customer journey milestone, and onboard new customers into ICON's internal systems.
This listing is sourced directly from ICON's careers page and normalized into a canonical job model.