Applied Technology Specialist (CSM)

About the Role

Join xFigura as our Applied Technology Specialist hire, working directly with the CEO and founding team to onboard top architecture firms, drive deep adoption across design teams, and turn early users into power users.

This role is about making our customers wildly successful: guiding firms through onboarding, ensuring their teams are getting real value from the platform, and building the playbooks and processes that scale as we grow.

We already have strong adoption across the architecture industry. Dozens of firms use the platform, including the top global firms, alongside hundreds of individual designers. Pilots convert at 100%. This role focuses on the B2B side: turning that firm-level traction into deep, sticky, expanding relationships across every team and office.

You'll own the post-sale customer relationship end-to-end, from onboarding a firm's first design team through expanding usage across studios, offices, and disciplines. Architecture firms have complex internal structures: multiple studios, project types, software workflows, and decision-makers. Your job is understanding each firm's practice, mapping xFigura into their existing design process, and making the platform indispensable.

Key Focus Areas

• Enterprise onboarding tailored to each firm's design workflow and CAD environment

• Adoption expansion across teams, studios, and offices within existing accounts

• Customer health monitoring, renewal management, and expansion revenue

• Feedback loops and product feedback between customers and product/engineering

Responsibilities

• Own the full customer lifecycle from post-sale handoff through onboarding, adoption, renewal, and expansion

• Design and deliver onboarding programs customized to each firm's design practice, including platform setup, CAD integrations (Rhino, Speckle, Revit), and team training

• Build scalable onboarding frameworks, success playbooks, and health scoring from the ground up

• Drive adoption across design teams: identify power users, run enablement sessions, and ensure firms are getting measurable value

• Manage renewals and identify expansion opportunities across new teams, offices, and use cases

• Serve as the primary voice of the customer to product and engineering

• Depending on experience this includes client or public facing presentations or lectures across many xFigura international events

• Travel to client sites for onboarding, training, or events

• Run regular check-ins and business reviews with key accounts

• Monitor customer engagement proactively and intervene before issues escalate

• Collaborate closely with the AE on pilot-to-paid conversions and land-and-expand strategy

Required Qualifications

• 3+ years in Design Technology or similar from architecture background OR 3+ years B2B SaaS customer success or account management

• Experience managing complex enterprise relationships with multiple stakeholders

• Ability to build processes and playbooks from scratch

• Strong communication skills with the ability to present to senior leadership (design directors, managing partners, CTOs)

• Self-directed and comfortable working in an early-stage environment with ambiguity

• Genuine curiosity about how customers work and a drive to make them successful

Preferred Qualifications

• Experience working with architecture, design, engineering, or construction firms (AEC industry)

• Background in design tools, creative software, or technical products

• Familiarity with CAD/BIM tools (Rhino, Revit, SketchUp) or willingness to learn

• Understanding of AI/ML products and the ability to explain AI capabilities to creative professionals

• Early-stage startup experience where you helped define the customer success function

• Experience with Customer Success metrics: NRR, GRR, adoption rates, time-to-value

Compensation & Benefits

• Competitive salary plus meaningful equity

• Health, dental, vision

• Flexible PTO

• High ownership and autonomy

What You'll Gain

• A foundational role shaping how we serve customers at a company with proven product-market fit

• Direct collaboration with the CEO and founding team

• A customer base of world-class architecture firms doing genuinely creative work

• Influence over product roadmap through direct customer feedback

• The opportunity to shape how the AEC industry adopts AI into creative practice