Customer Success Manager

At Mechasys, we believe the construction industry deserves tools as precise and innovative as the finished article it creates. That’s why we’ve developed the XR Projector, a state-of-the-art 3D positioning tool that brings blueprints to life, directly on the job site. Using BIM/CAD models, our XR Projector projects blueprints at a 1:1 scale with millimetre accuracy, eliminating guesswork, cutting rework by up to 50%, and helping teams complete projects faster and smarter.

Proudly based in Montreal, we’re driven by a passion for precision, quality, and transforming how the world builds. As we scale, we’re looking for talented individuals to join our mission and help shape the future of construction technology.

**Job Summary**

We are looking for a **Customer Success Manager (CSM)** with a strong background in construction, civil engineering, or construction technology to drive our global customer success initiatives. As a key member of our team, you will ensure that our dealers and end-users in EMEA receive top-tier onboarding, training, and ongoing support for the XR Projector. You will play a vital role in optimizing customer experience, driving product adoption, and bridging the gap between users and product development.

This role is perfect for someone who thrives in a dynamic, fast-paced international environment, enjoys working hands-on with cutting-edge technology, and is eager to travel globally to provide on-site training and support across EMEA. The CSM will work closely with the sales, product, and engineering teams to ensure customer needs are met while contributing to the continuous evolution of our solutions.

If you are passionate about construction innovation, love engaging with customers, and want to be part of a company transforming the way the world builds, we want to hear from you

**What You’ll Be Doing**

**Onboarding, Training & Certification**
- Develop and deliver structured onboarding programs for dealers and end-users to ensure seamless adoption of the XR Projector.
- Design, implement, and manage a comprehensive training and certification program to ensure international users achieve expertise in operating the XR Projector.
- Conduct on-site and remote training sessions, ensuring users fully understand the capabilities and benefits of our technology.
- Create and maintain training materials, including manuals, video tutorials, and troubleshooting guides.
- Continuously improve the certification process by incorporating feedback from users and tracking performance metrics.
- Collaborate with internal teams to ensure the training and certification program aligns with industry standards and customer needs.

**Construction Project Enablement**
- Provide technical support to end-users on construction sites, assisting them with the implementation and integration of the XR Projector into their workflows.
- Offer guidance on construction techniques, CAD file management, and layout positioning workflows to ensure accuracy and efficiency in project execution.
- Work closely with customers to address specific challenges, optimize their project setup, and ensure they achieve the full benefits of our technology.
- Assist in troubleshooting project-related issues and provide hands-on support when needed to help customers stay on track with their construction progress.

**Customer Support & Issue Resolution**
- Serve as the first point of contact for customer support inquiries, assisting with troubleshooting, diagnosing issues, and resolving technical challenges.
- Manage the helpdesk ticket system, prioritizing tickets based on urgency and impact to ensure timely and efficient resolutions.
- Escalate complex issues to the engineering team (Tier 2 & Tier 3 support), providing detailed bug reports and ensuring rapid hands-on support.
- Track and document recurring issues to identify trends and work with internal teams to improve product reliability and user experience.
- Communicate solutions effectively to customers, ensuring they understand issue resolutions and best practices for avoiding similar problems in the future.

**Product Improvement & Customer Feedback**
- Test new features and updates before release to ensure product quality and usability meet customer needs.
- Gather and document end-user feedback on existing features and overall satisfaction to guide product enhancements.
- Conduct surveys and interviews with the existing customer base to identify key features for future development.
- Collaborate with the engineering and product teams to ensure customer-driven improvements are integrated into the product roadmap.

**What Makes You a Great Fit**

**Education & Experience**
- Bachelor's degree in Construction Engineering, Civil Engineering, or a related field.
- 3+ years of experience in construction, engineering, or a customer-facing technical role.

**Technical & Industry Knowledge**
- Advanced proficiency in Revit, AutoCAD LT, and AutoCAD Architecture.
- Experience in using