Customer Success Manager

FRAMECAD is seeking an experienced Customer Success Manager to join our team.

About Us

FRAMECAD provides industry leading construction software and hardware solutions and services to a range of customers across the globe, and we have bold plans for future growth. We believe that our solutions have the potential to revolutionize construction and be better for the planet. Our ambition is to Make Building Better and we are determined to realize it.

Our offer incorporates building systems, design and engineering methodology, design software, cloud business systems, manufacturing equipment, service, maintenance and parts, training support, and custom designed components that enable Modern Methods of Construction to deliver time and cost-efficient construction across a range of applications and sectors.

We are the preferred solution to many industry leading companies around the world, where our solutions can be found in residential, commercial, military and government sectors.

What we are looking for

The Customer Success Manager is responsible for governing and orchestrating the global Delivery process across Systems, Software, Services, and Spare Parts orders, ensuring a consistent and high-quality customer experience from Purchase Order acceptance through delivery, commissioning, and operational handover.

The role is focused on governance, operational oversight, escalation management, reporting, prioritization, and cross-functional orchestration to ensure delivery commitments and customer expectations are achieved globally.

Key Responsibilities

• Lead and govern the global fulfilment and customer delivery process across systems, software, services and spart parts orders
• Oversee delivery activities from purchase order acceptance through to delivery, commissioning and operational handover
• Ensure delivery milestones, fulfilment standards, and governance processes are consistently applied across all regions
• Maintain visibility of open customer orders, delivery commitments, operational risks, and dependencies across the global pipeline
• Coordinate cross-functional execution with Sales, Regional Operations, Engineering, Manufacturing, Supply Chain, Product, IT, and Field Services teams
• Manage customer delivery escalations, drive recovery plans, and escalate critical issues to senior leadership when required
• Own fulfilment reporting and governance frameworks, including accurate tracking of customer orders, readiness, and performance metrics
• Ensure customers receive proactive, consistent communication and a high-quality experience throughout the fulfilment lifecycle
• Promote accountability, collaboration, and continuous improvement across teams and regions
• Coach and support regional customer delivery coordinators and key operational stakeholders
• Skills and Experience:
• Proven experience in customer delivery, customer success, fulfilment, operations or service governance roles
• Strong background coordinating complex, multi-regional operational activities and delivery programmes
• Solid understanding of end-to-end order lifecycle management and customer onboarding processes
• Demonstrated ability to manage operational governance, reporting, and escalation processes effectively
• Experience working with ERP and CRM systems such as SAP and Salesforce, along with reporting tools such as power BIExcellent stakeholder management skills, with the ability to influence and coordinate across cross-functional teams
• Strong communication and leadership skills, including the ability to coach and mentor other without direct authority
• Highly organized, customer-focused, and data-driven, with strong problem-solving capability
• Relevant tertiary qualification in Business Administration, Marketing, Engineering, or a related field

What we offer

As well as the opportunity to work with our amazing team, we offer a great modern office environment, a competitive base salary, catering and refreshments regularly, and all of the support you will need to be successful in this role.

Interested?

If this sounds like you, please apply.

For more information about our business and what we do, please follow these links below:

Websitehttps://www.framecad.com/

About Us

• Videohttps://www.youtube.com/watch?v=tFD1e3Mrf3c