Customer Success Manager - US

About You

You’re a jack-of-all-trades with a passion for cool technology and interacting with people and making them happy. You’re a self-starter who’s good at triaging problems and working on the most important one. You’ve worked directly with customers for a long time and are comfortable being the face of the company to them. One of the things that pleases you most in life is customers successfully using your product, being thrilled with its value, and telling you they’re happy they partnered with you. Further, you’re a curious person, and you’d love the opportunity to work with a technology team that includes data scientists, algorithm experts, and front-end engineers to expand your knowledge.

Constructor is the next-generation platform for search and discovery in ecommerce, built to explicitly optimize for metrics like revenue, conversion rate, and profit. Our search engine is entirely invented in-house utilizing transformers and generative LLMs, and we use its core and personalization capabilities to power everything from search itself to recommendations to shopping agents. Engineering is by far our largest department, and we've built our proprietary engine to be the best on the market, having never lost an A/B test to a competitive technology. We're passionate about maintaining this and work on the bleeding edge of AI to do so.
Out of necessity, our engine is built for extreme scale and powers over 1 billion queries every day across 150 languages and with customers across many countries. It is used by some of the biggest ecommerce companies in the world like Sephora, Under Armour, and Petco.
We're a passionate team who love solving problems and want to make our customers' and coworkers' lives better. We value empathy, openness, curiosity, continuous improvement, and are excited by metrics that matter. We believe that empowering everyone in a company to do what they do best can lead to great things.
Constructor is a U.S. based company that has been in the market since 2019. It was founded by Eli Finkelshteyn and Dan McCormick who still lead the company today.

About the Position

As a Customer Success Manager, you’ll be joining a rapidly growing team that helps our customers increase their revenue by improving the search and product discovery experiences of their websites and mobile apps through integrating with our services.

Your specific responsibilities will include:

• Repaying our customers’ trust through ensuring they get live with our product and are thrilled with the results

• Understand the needs and roles within the enterprise organizations we work with and help to manage prioritizations and misalignments. If two people within a customer ask for different things, your team must understand how to prioritize for the success of the organization without hurting feelings

• Helping craft and dictate both internal and external narratives for what’s needed to make a customer successful

• Effectively asking for and managing engineering time to ensure important work for customers is prioritized and unimportant requests are resolved with minimal to no engineering resources

• Fielding and troubleshooting customer support requests

• Creating and updating customer documentation and training materials as needed

• Always looking for new ways you can make our integration process more robust and make customers feel even more successful

Requirements

• A minimum of three years professional experience dealing directly with customers and large organizations in a role within customer success, technical account management, or solutions consulting

• Excellent communication and interpersonal skills

• Know what an API is and have interacted with them before

• Excellent ability to quickly understand the different roles in an organization, focus on the ones most important to a task, and craft clear narrative to get people behind your ideas

• Ability to convince and motivate those around you to do what you know is right

• Enjoy interacting with customers and solving new problems daily

• Ability and desire to learn quickly, think outside the box, and come up with solutions to problems