Customer Success Manager (VDC) - cmBuilder (Australia)

Are you ready to help cmBuilder transform the construction industry from the inside out? 🚀

We’re looking for a Customer Success Manager (CSM) with a strong foundation in BIM/VDC and construction to join our team. In this role, you'll partner directly with our customers to help them unlock the full potential of our web-based 3D site logistics and 4D simulation platform.

Who Are We? 
Founded in 2014, CadMakers is an industry-leading digital construction and manufacturing technology company headquartered in Burnaby, British Columbia, Canada. We are dedicated to delivering cutting-edge digital solutions to the global construction industry 🏗️ tackling the most complex yet common problems in the field, empowering our clients with transformative tools and expertise 💡.

Our Product
Developed by CadMakers, cmBuilder.io is a fast-growing visual construction planning software platform that is redefining how construction projects are planned, communicated, and delivered. Our fully web-based platform enables construction teams to create dynamic 3D site logistics models and 4D simulations, allowing construction companies to build their projects in the digital world before breaking ground in the real one — enabling smarter decisions, smoother execution, and more wins 🧠💼.

With rapid adoption across North America, Europe, and Australia, cmBuilder is on a mission to democratize construction tech by making it more accessible, intuitive, and impactful 🌍.

What is the role?

Are you passionate about construction technology? Do you want to make a significant impact in a fast-growing startup environment? We're looking for a dynamic professional with a strong background in BIM/VDC and construction to join our cmBuilder team as a Customer Success Manager. Prior experience in customer success is not necessary for this role; It is your industry expertise and your ability to speak the same industry language as our users that will make you a trusted advisor to our clients, which in turn will drive their satisfaction, retention, and growth. This role combines support, account management, and content creation to ensure our customers are successful using cmBuilder to achieve their business goals. 

Location & Collaboration

We are headquartered in Burnaby, Canada, and this is a 100% remote position. While this role operates on a regular Australian time zone schedule, you will collaborate closely with our team in Burnaby. Our workflows, communication rhythms, and tools are designed to support seamless collaboration across time zones, ensuring you feel fully integrated and supported regardless of where you’re based.📍

Responsibilities

• Provide exceptional support to users, addressing questions and resolving issues promptly.
• Build and maintain strong customer relationships to drive customer satisfaction and loyalty.
• Conduct regular check-ins to ensure alignment with customer objectives.
• Create 4D simulations in cmBuilder, BIM modeling, and data management.
• Leverage expertise in BIM/VDC and construction to provide guidance to customers.
• Develop onboarding plans and help onboard new customers, ensuring their users are successful using cmBuilder.
• Develop, produce, and manage educational content such as user guides, onboarding videos, webinars, and tutorials.
• Document and advise on internal documentation including playbooks and best practices.
• Collect, track, and report on KPI data.
• Collaborate with go-to-market and product teams to relay customer feedback and contribute to product enhancements.
• Participate in product roadmap discussions to advocate for features that benefit our customers.

• Degree in Engineering, Construction Management, or a related field (or equivalent construction experience)
• Minimum of 2-5 years of experience in BIM/VDC, construction, and/or construction-tech environment
• Proven experience with BIM/VDC processes and proficiency in industry standard software such as Autodesk Suite, Procore, and Bluebeam.
• Field experience in the construction industry and/or cmBuilder experience is a strong plus!

Skills

• Proficient in contract documents, drawings, and schedules.
• Ability to build and navigate 3D models, and familiar with 3D scans.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Highly organized and detail-oriented; able to multi-task and prioritize.
• Willingness to travel to customer sites and industry events if needed.

Salary

• Base: $80,000 - $100,000, commensurate with relevant experience.
• Variable: Opportunity for quarterly incentive pay.

Why Work With Us?

• Rewarding work - we provide simple solutions to the construction industry's most complex problems, and you will directly see your impact on our customers' projects around the world!
• Career growth - your performance will influence the trajectory of our company, allowing you to progress in our fast-paced team.
• Innovative environment - challenge the status quo! We want your ideas for automating and optimizing everything.
• Development budget - we'll help you reach your full potential by providing resources for any courses that will help you #getbettereveryday.
• Awesome team - we have regular events, contests, volunteer days, and much more! We're in business to build a great company, collaborate with amazing customers, and have fun.

Our values: We are Innovative, we are Hard-Working, we are Humble, we are Customer-Focused, we value Performance, and we are a TEAM