Customer Success Manager

Infotech is seeking a Customer Success Manager to support our Preconstruction customer portfolio, acting as a retention driver by developing and executing automated, one-to-many engagement and expansion strategies across our high-volume mid-market accounts.

Who we are

If you're driving on a highway in North America, there's a good chance Infotech software helped build it. In the U.S., 88% of state transportation agencies use Infotech-developed software to manage road construction. From digital bidding to secure document signing, from cost estimation to inspection, we build tools that streamline infrastructure project delivery and ensure transparency, quality, and compliance.

We're proud to be a Certified Great Place to Work , with a people-first culture, outstanding employee retention, and flexible work-life support. Headquartered in Gainesville, Florida, Infotech is a pioneer in civil construction software and a vibrant community of technologists, collaborators, and problem solvers.

What you'll do

You will move beyond a traditional 1:1 management model into a strategic, high-impact role where you proactively influence a dedicated account portfolio.

You will own the health and expansion of our critical Preconstruction mid-market accounts, with the goal of maximizing customer value. Your success in driving retention, renewals, and expansion will be measured directly against ambitious Gross Revenue Retention (GRR) and Net Dollar Retention (NDR) targets.

You will build and execute digital, one-to-many programs - using automation, segmented outreach, and digital content - to ensure maximum product adoption and value realization across a high-volume portfolio. You will play a crucial role in directly safeguarding our existing revenue base, proactively reducing churn risk, and enabling us to systematically identify new expansion opportunities.

You will

• Design, implement, and manage one-to-many programs to systematically drive adoption and engagement across a portfolio of mid-market accounts.
• Directly manage and execute our growth strategy with a focus on expansion and upsell, meeting our ambitious Net Dollar Retention (NDR) and Gross Revenue Retention (GRR) targets.
• Develop and execute the retention and renewal strategy for a scaled portfolio, defining digital playbooks and targets to proactively identify and mitigate churn risk.
• Define and maintain a digital-first value framework that leverages usage data, content strategy, and segmentation to ensure the assigned portfolio maximizes product value.
• Manage and report on digital engagement impact, continuously optimizing one-to-many program strategy for maximum portfolio impact.
• Monitor assigned customer account portfolio health to drive follow-up actions that ensure long-term success and continuous feedback integration.

QUALIFICATIONS

You must have

• Bachelor's degree in related field and 4 years relevant experience or equivalent combination of education and experience.

*We may be open to hiring at another levels commensurate with candidate's experience and skillset.

We'd like you to have

• 6+ years' progressive experience in SaaS customer success, with a strong focus on driving product adoption and retention.
• Industry experience in civil and infrastructure construction, civil engineering or a related field.
• Experience with/knowledge of transportation construction project lifecycles.
• Proven ability to design and implement scaled customer engagement programs (e.g., automated email campaigns, webinars, digital playbooks).
• Excellent ability to analyze usage data and customer health metrics to inform digital strategy.
• Strong collaboration and communication skills, particularly when acting as the "Voice of the Customer" to Product, Marketing, and Sales teams.

Technical skills we'd like you to have

• Customer relationship management systems (e.g., Salesforce, Hubspot).
• Experience using JIRA, Confluence, and Google Analytics.
• Microsoft Office (Word, Excel, PowerPoint).
• Communication Tools: Slack, Zoom, Google Meet, or similar.

Where you'll work

Infotech's people-first culture allows us to support remote, hybrid, or on-site work arrangement preferences aligned with the needs of the role or team. Construct your future with us while working fully remote within the US*. You can let us know your preferred work arrangement on your application.

Our commitment to you as an Infotecher

• Comprehensive health benefits and inclusive wellness support
• Flexible time off and paid holidays
• Continuing education and leadership development programs
• An inclusive culture built on empathy, connection, and trust

Read more about our people-first initiatives on our website.

Other requirements

This position may require up to 25% travel to client sites and to Infotech's Gainesville headquarters as needed.

Hiring timeline

This position may fill multiple openings and will remain posted until November 14th. Resume required. Cover letters are highly recommended.

In compliance with pay and benefits transparency requirements, please visit the Total Rewards page on our website.

*Infotech supports remote work arrangements within the contiguous United States. However, due to business considerations-including but not limited to tax and employment regulations-we are currently unable to support permanent remote work arrangements in the state of California or the District of Columbia (Washington, D.C.).