Customer Success Lead

asBuilt IQ is a technology company transforming how infrastructure and construction organisations plan, deliver and manage complex operations.

Our platform brings together AI, data science, geospatial intelligence, computer vision, optimisation and digital engineering to help customers make better operational decisions. Our solutions address real-world infrastructure challenges including intelligent scheduling, short-term planning, asset intelligence, predictive analytics, visualisation and operational performance.

We work closely with major infrastructure and construction organisations to take AI and Data Science solutions from concept and experimentation through to production deployment and measurable operational value.

PURPOSE

The Customer Success Lead is the primary customer-facing contact for asBuilt IQ, supporting customers throughout their journey from initial engagement through onboarding, implementation, adoption and ongoing use of our products and services.

The role works closely with Sales to support customer conversations, discovery, demonstrations, trials and pre-sales activities before taking ownership of the customer relationship following a successful sale.

The Customer Success Lead is responsible for ensuring customers achieve measurable value from asBuilt IQ, building strong long‑term relationships, supporting retention and identifying opportunities to expand the use of our products and services.

As the voice of the customer, the role works closely with Product, Data Science and Engineering to communicate customer needs, resolve issues and ensure customer feedback informs the ongoing development of asBuilt IQ.

SPECIFIC DUTIES & RESPONSIBILITIES

Customer Success & Relationship Management

• Own the day-to-day customer relationship and act as the primary point of contact throughout the customer lifecycle.
• Build strong, trusted relationships and develop a thorough understanding of each customer’s business, workflows, challenges and objectives.
• Proactively engage with customers to gather feedback, understand their experience and identify opportunities to improve outcomes.
• Monitor customer engagement, adoption and satisfaction, identifying risks and taking appropriate action.
• Support customer retention and identify opportunities for expansion, additional use cases and new services.
• Ensure customers achieve measurable value from asBuilt IQ products and services.
• Support Sales during customer meetings, discovery sessions, product demonstrations, trials and presentations.
• Provide customer, construction industry and product insight to support sales opportunities and proposals.
• Ensure a clear transition from Sales to Customer Success, including agreed requirements, expectations and customer outcomes.
• Identify expansion opportunities within existing customers and work with Sales to progress them.

Onboarding & Implementation

• Own the customer onboarding process from sales handover through implementation and adoption.
• Assist with the setup and configuration of asBuilt IQ products and services.
• Deliver customer training and onboarding sessions in person and online.
• Establish clear customer outcomes and measures of success at the beginning of each engagement.
• Ensure customers understand how to use the platform effectively and are supported throughout implementation.

Technical & Product Support

• Act as the first point of contact for customer product and technical queries.
• Perform initial investigation and diagnosis of customer issues before coordinating with Product, Data Science, Engineering or Technical Support where required.
• Manage customer issues through to resolution while maintaining clear communication with the customer.
• Test sample datasets and product functionality where required to investigate issues or validate expected behaviour.
• Develop a strong working knowledge of asBuilt IQ’s products, workflows, data and technical environment.

Voice of the Customer

• Represent the customer within asBuilt IQ, ensuring feedback, needs and pain points are clearly communicated internally.
• Identify recurring customer needs, product opportunities and areas for improvement.
• Translate customer feedback into clear requirements and actionable insights for internal teams.
• Support Product in understanding how customers use the platform and where further development may create customer or business value.
• Help maintain alignment between customer needs, business priorities and product direction.

Customer Success Operations & Reporting

• Establish and maintain effective Customer Success processes, workflows and documentation.
• Track customer adoption, engagement, satisfaction, retention and other relevant KPIs.
• Maintain accurate customer information, activity and feedback within relevant internal systems.
• Report on customer health, risks, opportunities and performance.
• Develop and improve Customer Success processes as the customer base grows.

Cross-Functional Collaboration

• Work closely with Sales, Product, Data Science, Engineering and other stakeholders to deliver a consistent customer experience.
• Create a shared understanding of customer requirements and priorities across the business.
• Coordinate internal teams where customer issues or opportunities require cross‑functional input.
• Undertake other reasonable duties as required by the business.

GENERAL DUTIES & RESPONSIBILITIES

• Prioritise workload to ensure high‑value work is completed efficiently and to a high standard.
• Contribute to a positive, collaborative workplace culture.
• Demonstrate strong interpersonal and professional communication.
• Responsibly manage business resources within relevant accountability levels.
• Comply with employment, workplace and Health & Safety requirements.
• Undertake reasonable and lawful duties as required and act in the best interests of the business.

AREAS OF ACCOUNTABILITY

The Customer Success Lead is accountable for:

• Customer relationships and experience across the customer lifecycle.
• Successful onboarding, implementation, adoption and achievement of agreed customer outcomes.
• Customer retention, satisfaction and ongoing engagement.
• Identifying expansion opportunities and working with Sales to progress them.
• Capturing and representing the voice of the customer across the business.
• Monitoring and reporting Customer Success metrics, customer health and KPIs.
• Developing scalable Customer Success processes as the customer base grows.

There is no direct budget responsibility associated with this role, although time recording will be required.

EXPERIENCE & EDUCATION

The successful candidate will ideally have:

• Approximately 6+ years of relevant professional experience, considered alongside industry knowledge, technical capability and customer‑facing experience.
• Demonstrated experience in a customer‑facing role within a software, technology or technology‑enabled environment.
• Strong construction industry knowledge, preferably working with or alongside main contractors.
• Experience supporting customers through onboarding, implementation, training and ongoing product adoption.
• Experience building and maintaining strong customer relationships.
• Experience working across Sales, Product, Technical and/or Engineering teams.
• Experience identifying customer needs and translating them into actionable requirements or opportunities.
• Experience with SaaS, cloud‑based software, data and digital workflows.
• Strong understanding of Customer Success principles and the customer lifecycle.
• Ability to investigate technical issues and work with technical teams to resolve customer problems.
• Strong written and verbal communication skills.

SKILLS & COMPETENCIES

The Customer Success Lead will demonstrate:

• Customer Relationship Management: Builds strong, trusted relationships and develops a thorough understanding of customer needs, workflows and objectives.
• Construction Industry Knowledge: Understands construction workflows, project environments and the requirements of main contractors and infrastructure organisations.
• Technical Aptitude: Learns software, data and digital workflows quickly and communicates technical concepts clearly to technical and non‑technical audiences.
• Commercial Awareness: Understands customer and business drivers and identifies opportunities to increase customer value and expand product or service use.
• Communication & Presentation: Communicates confidently with customers and internal stakeholders and can deliver effective demonstrations, training and presentations.
• Problem Solving: Investigates customer and technical issues logically, identifies root causes and works collaboratively to develop practical solutions.
• Cross-Functional Collaboration: Works effectively across Sales, Product, Data Science and Engineering to achieve customer outcomes.
• Voice of the Customer: Identifies recurring themes and effectively communicates customer feedback and priorities across the organisation.
• Ownership & Initiative: Takes ownership of customer outcomes, proactively identifies risks and drives actions through to completion.
• Organisation: Effectively manages multiple customers, priorities and competing deadlines.
• Adaptability: Quickly develops knowledge of new products, technologies, workflows and industry requirements in a fast‑moving environment.
• Customer Success Analytics: Uses customer health, adoption, engagement, satisfaction and retention metrics to proactively manage relationships and identify opportunities for improvement.

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