Customer Success Manager

Job Title: Customer Success Manager (CSM)

Location: Ahmedabad

Company Overview

Virtual Building Studio helps architecture, engineering, and construction (AEC) firms scale efficiently by providing top-tier, US-trained design and BIM professionals on demand. We partner closely with US-based clients to ensure seamless delivery, operational excellence, and long-term success.

Role Summary

The Customer Success Manager (CSM) is a client-facing role responsible for managing the post-sales client journey, from onboarding through ongoing account management. The role involves working closely with US-based clients, ensuring a smooth transition after the sales handover, maintaining strong client relationships, and acting as a trusted partner to drive delivery quality, client satisfaction, and account continuity.

Key Responsibilities

• Lead client onboarding and post-sales kickoff calls with US clients to ensure a seamless transition from sales to delivery
• Serve as the primary point of contact for active US-based client accounts, building strong and long-term relationships
• Manage regular client check-ins, status calls, and performance reviews aligned with US time zones
• Monitor account health, delivery progress, and overall client experience on an ongoing basis
• Coordinate closely with internal delivery teams to proactively resolve issues and ensure smooth execution
• Track team timesheets and ensure accurate reporting as per client agreements
• Partner with the Finance team to coordinate invoicing and ensure timely and accurate billing
• Proactively identify risks, escalations, and opportunities to strengthen client engagement and retention

Required Experience & Skills

• 3+ years of experience in Customer Success, Account Management, or Client Services
• AEC industry experience preferred (Architecture, Engineering, Construction, or BIM services)
• Prior experience working with or managing US-based clients
• Strong client communication, stakeholder management, and relationship-building skills
• High ownership mindset with strong follow-through and accountability
• Ability to manage multiple client accounts simultaneously
• Comfort with timesheets, invoicing, and operational tracking tools
• Strong coordination and problem-solving skills