Technical Customer Success Manager

Location

We are hiring multiple Remote positions.

• West (California)
• Central (Texas, Midwest, Mountain states)
• East

Ideally candidates are located near a major airport as this will require up to 30% travel.

Role

As a Technical Customer Success Manager, you’ll be the strategic partner for our customers, ensuring they maximize the value of Planera’s platform. You will take ownership of the entire customer lifecycle-from onboarding and adoption to retention and expansion. Your ability to blend construction scheduling expertise with exceptional customer relationship management will be key in driving customer success.

This role is highly technical, requiring hands-on experience with CPM scheduling software and a deep understanding of construction project management workflows. You’ll work closely with customers to help them optimize their scheduling process, manage pilot projects and proof of concepts (POCs), and provide strategic guidance on best practices.

Additionally, you will collaborate cross-functionally with sales, product, and engineering teams to ensure that customer feedback is translated into continuous product improvements.

Key Responsibilities

Customer Onboarding & Adoption - Lead hands-on onboarding sessions, ensuring customers are set up for success with Planera from day one

• Customer Relationship Management - Build and maintain strong relationships with key stakeholders to drive engagement and long-term retention.
• Technical Guidance & Training - Provide expert-level guidance on construction scheduling best practices, particularly for users transitioning from tools like Oracle Primavera P6 or Microsoft Project.
• Pilot & POC Management - Support and manage customer pilots and proof-of-concepts, helping organizations evaluate Planera’s value.
• Customer Retention & Expansion - Identify upsell and cross-sell opportunities, collaborating with the sales team to drive expansion.
• Customer Advocacy & Feedback Loop - Act as the voice of the customer, relaying insights and feature requests to product and engineering teams.
• Support & Troubleshooting - Assist customers with technical issues, working alongside product and engineering teams to resolve challenges quickly.
• Data-Driven Insights - Analyze customer usage and engagement data to proactively identify risks and opportunities for improvement.

What We're Looking for

• 5+ years of experience in construction project management in a Project Manager (PM), Superintendent, or Project Engineer (PE) role.
• In-depth knowledge of CPM scheduling and construction workflows.
• Hands-on experience with CPM scheduling tools (Oracle Primavera P6, Microsoft Project, or similar).
• Knowledge and experience with data center construction is a plus.
• Proven ability to drive customer satisfaction, retention, and expansion.
• Experience managing customer pilots and proof-of-concepts (POCs).
• Ability to troubleshoot technical issues and provide clear, actionable solutions.
• Bachelor’s degree (or equivalent experience) in Construction Management or Civil Engineering.
• Exceptional written and verbal communication skills - ability to communicate complex ideas simply.
• Strong relationship-building skills with both technical and non-technical stakeholders.

Ability to work independently in a remote setting while collaborating across teams.

• Expect up to 30% travel