[Hiring] Customer Success Architect @Better-Pros

Role Description

Are you a strategic, consultative professional with an architecture background and a passion for building lasting client relationships? Do you thrive in fast-paced, remote environments where you get to be both a trusted advisor and a growth driver? We're looking for a talented Account Manager to join our Customer Success team, owning the strategic and commercial relationship with a portfolio of U.S.-based architecture and AEC clients. You should be available to work U.S. business hours for this full-time opportunity.

What you'll do:

• Manage the commercial and operational relationship with a portfolio of assigned client accounts.
• Lead Kick-Off meetings for new clients and new roles within existing accounts.
• Run periodic catch-up meetings with clients to review performance, analyze hours, and gather feedback.
• Prepare and lead Quarterly Business Reviews (QBRs) alongside leadership, including consolidated performance and financial reports.
• Identify and drive cross-selling and upselling opportunities, including new profiles, expanded services, and workload increases.
• Define monthly billable-hours forecasts and conduct ongoing account health reviews, monitoring workload deviations and defining corrective actions proactively.
• Create and manage candidate search tickets, collaborating closely with Recruiting through shortlist, interviews, and selection.
• Lead or co-lead the resolution of client and professional issues, mediating conflicts as needed.
• Maintain accurate, up-to-date records of all client interactions and account developments in HubSpot.

Qualifications

• A bachelor's degree in Architecture or a closely related AEC discipline, with hands-on project experience.
• Prior experience working for U.S.-based AEC companies (directly or through remote staffing/outsourcing firms), with solid understanding of U.S. construction phases (SD, DD, CD, CA), documentation standards, and the imperial system.
• Technical fluency in AEC tools and workflows (Revit, BIM, AutoCAD, construction documentation, rendering) sufficient to discuss projects credibly with clients and evaluate deliverables.
• Experience in account management or client relationship management, ideally within B2B services or staffing.
• Strong commercial acumen, with a track record of detecting and closing account expansion opportunities.
• An advanced English level, both written and spoken, with confidence leading executive-level conversations.
• Strong forecasting and basic financial analysis skills, along with CRM proficiency (HubSpot strongly preferred).
• High level of autonomy, organization, and process discipline, with the ability to manage multiple accounts simultaneously.

Requirements

• Project management experience or a coordination role within an architecture firm.
• Prior client-facing or delivery experience at an AEC remote-staffing or outsourcing company.
• Experience running QBRs or executive business reviews.

Benefits

• Competitive compensation.
• Flexibility.
• Constant learning and growth.
• Opportunity to work anywhere with one of our +130 active clients across the United States.