Customer Success Manager

ICON is looking for a customer service oriented, and operationally driven Senior Customer Success Manager to join our growing Titan Customer Success team. As the first company to commercially scale 3D construction printing, we deploy a complex, multi-stage customer journey from purchasing a printer to planning and executing successful 3D printing construction projects.

We're looking for a Senior Customer Success Manager to own relationships with our Titan customers end-to-end - from onboarding through active project support. You'll serve as their primary point of contact for assigned customers and ensure they have what they need to succeed at every stage of a complex, multi-phase journey. You'll also help build the processes and tools that scale the CS function as the team grows.

This role is based at ICON's Austin, TX campus and reports directly to the Director of Customer Success.

RESPONSIBILITIES

Customer Ownership

• Coordinate closely with the team to ensure every customer interaction, question, and request is handled promptly, professionally, and to the highest standard of customer experience.
• Serve as the primary point of contact for assigned customers — owning introductions, ongoing communications, and meeting cadences from onboarding through active project execution.
• Own the customer onboarding process end-to-end, ensuring agreements, intake materials, and information packages are completed accurately and on time.
• Proactively identify and resolve risks across the customer journey (e.g., contractual obligations, training, material orders, site validations) to keep projects on schedule.

Cross-Functional Coordination

• Collaborate closely within the Customer Success team to organize and coordinate internal cross functional handoffs across Sales, Training, Design, Material Operations, Site Support, and Engineering Services for smooth transitions at each customer journey milestone, and onboard new customers into ICON's internal systems.
• Ensure ICON’s centralized customer tracking system, HubSpot, accurately reflects each account’s journey stage and key commitments, giving leadership a reliable view of account health.
• Serve as the internal point of contact for tracking customer status, surfacing blockers and gaps, and escalating to the Director of Customer Success with clear context and recommended next steps.
• Gather status updates from cross-functional teams to keep customer-facing commitments accurately reflected internally.

Scaling the Team

• Leverage AI tools to keep customer data organized at scale, surface patterns, and automate routine tracking. Build internal dashboards, trackers, and reporting templates the broader CS and operations teams adopt.