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Mid-Market Customer Success Manager

Eagle Point Software Corporation

1 Positions

ID: 77931

Posted On 08/13/2025

Job Overview

Company Overview

Eagle Point Software is a cutting-edge SaaS provider dedicated to providing learning for design professionals wherever and whenever they need it. We offer unparalleled learning solutions designed specifically for the architecture, engineering, construction, and manufacturing industries. Since our inception in 1983, we pride ourselves on our commitment to successful outcomes for our 3,200+ customers and 700,000+ users worldwide.

Position Overview

The Mid-Market Customer Success Manager (CSM) plays a critical role in ensuring mid-sized customers realize the full value of their Pinnacle Series subscription. Operating in a low-touch, high-impact model, this role combines automation, digital campaigns, and scalable resources with strategic customer guidance. The CSM acts as a trusted advisor, empowering customers to become self-sufficient by aligning Pinnacle Series with their internal goals, workflows, and success metrics. Embracing a modern, scalable approach, the CSM relies on project plans, digital engagement, and customer data rather than traditional high-touch 1:1 meetings to drive adoption and outcomes.

Responsibilities

+ Customer Engagement & Adoption

+ Guide customers toward self-sufficiency using scalable tools like Project Guides, Project Plans, and curated resources.

+ Build strategic relationships with key stakeholders to understand their business objectives and align Pinnacle Series usage accordingly.

+ Recommend and help configure features and best practices that accelerate onboarding and long-term adoption.

+ Deliver product demonstrations during both pre-sale and post-sale phases to highlight value and capabilities.

+ Strategy & Insights

+ Define and track customer goals, success criteria, and adoption benchmarks.

+ Leverage usage data, health scores, and system-generated alerts to identify and act on key opportunities or risks.

+ Identify adoption barriers and deliver targeted, automated campaigns or enablement resources to overcome them.

+ Surface potential risks early and engage customers strategically to course-correct.

+ Internal Collaboration

+ Partner with internal teams (Sales, Support, Product, etc.) to ensure seamless handoffs and optimal customer experience.

+ Support renewal readiness by ensuring customers recognize ongoing value and are progressing toward their goals.

Requirements

+ Bachelor's degree in Business, Organizational Development, Education, or related field preferred.

+ Experience managing a portfolio of accounts in a low-touch, tech-enabled environment.

+ Strong understanding of customer success principles and SaaS adoption lifecycles.

+ Proven ability to influence customer outcomes using digital tools, automation, and data insights.

+ Familiarity with digital customer engagement tools (e.g., customer journeys, email campaigns).

+ Excellent communication skills with the ability to deliver value without constant 1:1 interaction.

+ Analytical mindset with the ability to interpret usage data and customer behavior to inform strategy.

+ Highly organized, resourceful, and capable of managing multiple priorities across a diverse book of business.

Additional Details

+ Work Schedule: Flexible hours required to support customers across time zones. Occasional early morning or late evening meetings may be necessary.

+ Travel: Occasional travel may be required for customer visits, conferences, or team collaboration (estimate <10%).

Physical Requirements

+ Remaining in a stationary position, often standing or sitting for prolonged periods.

+ Communicating with others to exchange information.

+ Repeating motions that may include the wrists, hands and/or fingers.

+ Average hearing and visual acuity.

+ Able to use a phone and computer.

+ Ability to travel.

Primary Contact

11643

Angie Kruser

VP Human Resources, Human Resources

563-690-4603

Phone

Phone

Phone

Fax

[email protected]

Email

True

False

True

Job Details

Categories

Clerical/Office Administration

Customer Service

Location

Dubuque, IA

Job Type

Employee

Full/Part

Full Time

Company ID

994

Job REQ #

\# Positions

1

Start Date

20250813

End Date

20250926

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Eagle Point Software Corporation

About the Company

Eagle Point Software is a global software company based in Dubuque, Iowa. For more than 35 years, Eagle Point has helped firms in the Architectural, Engineering and Construction or AEC industries. Our award-winning platform, Pinnacle Series delivers personalized professional development that helps firms onboard complex technology, faster. In addition to blended learning, Pinnacle Series’ platform includes many more dynamic features including knowledge capture and sharing, workflows and Work Groups which allow teams to work more efficiently- improving productivity and profitability for our clients.

Our (Awesome) Team

We are a fast-paced, high-performance team that is ambitious in our pursuits, passionate about our mission, and creative in our execution. We are pioneers, always looking for ways to deliver value to our clients and partners. Work hard, play hard is absolutely “a thing” at Eagle Point Software.

Everyone at Eagle Point Software plays an important role in our mission. That’s why you’ll find the support you need here and why we celebrate so much success. We share our ideas and our struggles and we all make a difference. And, when someone reaches a goal, exceeds expectations, and/or delivers game-changing results — we celebrate the achievement with lots of fanfare including an actual gong.

Our team is growing. Think you’d thrive in an environment like ours? Reach out to us today and start the ball rolling...

EOE