Customer Success Manager

XYZ Reality created the world's first engineering-grade augmented reality for construction. Our site-safe hardhat, The Atom, overlays the design model onto the live build, so our engineers can verify work as it goes in on some of the most complex mission-critical projects in the world. Customer Success Managers are the face of XYZ Reality for our clients. This role is for someone who has spent years in construction delivery, in Electrical Engineering, CSA, Project Controls or Commissioning. You'll spend a lot of time on sites, working directly with project teams and building trust, and will also hold your own in a room with VPs and senior client stakeholders, translating field reality into business value.

Responsibilities

Own the day-to-day client relationship across assigned projects, acting as primary point of contact for site teams, project managers, and senior stakeholders to ensure they get full value from the XYZ platform; Drive on-site adoption of the XYZ platform, working directly with field teams to embed the service into daily workflows, remove adoption barriers, and ensure the product improves how work gets done; Be the bridge between site and senior leadership, translating on-the-ground performance, issues, and wins into clear reporting and insight for client Project Directors, Construction Directors, and VPs; Identify risks to client satisfaction or adoption early, flag issues proactively, coordinate with internal teams to resolve them, and maintain a high standard of delivery; Support commercial growth, contributing to account retention and expansion by building strong relationships, demonstrating measurable delivery impact, and working with colleagues on client conversations; Feed real-world insight back into XYZ, sharing client feedback, site observations, and adoption patterns to help shape how the platform and service evolves

Requirements

Proven background in construction delivery with specialism in one or more of: Electrical Engineering, Civil / Structural / Architectural (CSA), Project Controls, or Commissioning, on major programmes; Hands-on site experience that gives you genuine credibility with field teams; Communication skills to engage effectively with senior client stakeholders up to VP level; Comfortable with extensive travel to project sites as a core part of the role; Curiosity about technology and genuine openness to learn

Benefits

Private medical, including dental & vision; 15 days PTO + 7 public holidays; Extra Christmas shutdown days; Hybrid / remote working; Biannual salary reviews; Summer & Christmas staff parties; Employee referral scheme