Customer Success Manager

About MeltPlan

MeltPlan is reimagining pre-construction workflows with AI: bringing automation, accuracy, and compliance intelligence into code research, take-offs, estimating, and project planning. Backed by leading investors and industry partners like DPR Construction, we’re building the future of construction tech.

As we expand adoption of our AI-driven code compliance platform, we’re looking for Customer Success Managers (CSMs) with backgrounds in engineering who can guide customers through complex building codes, ensure success in implementation, and become trusted advisors in their compliance journey.

Role Overview

As a CSM at MeltPlan, you will be the bridge between our cutting-edge technology and our customers’ real-world compliance challenges. You’ll combine technical expertise in AI and engineering with customer-facing skills to ensure customers derive maximum value from the MeltPlan products.

This is not a traditional support role: it’s a blend of research, applied knowledge, and customer success strategy.

Key Responsibilities

• Onboarding & Training: Lead onboarding sessions for new customers, ensuring they understand how to research and apply building/fire/plumbing codes using Melt Code.
  
  
• Code Research: Act as a subject-matter guide, help customers navigate IBC, IRC, IFC, NFPA, and state-specific codes (e.g., California Building Code) to answer jurisdictional compliance questions.
  
  
• Customer Advocacy: Serve as the voice of the customer internally by identifying pain points and collaborating with product/engineering to improve workflows.
  
  
• Knowledge Enablement: Develop and share best practices, code checklists, and training resources tailored to customer needs.
  
  
• Success Planning: Build relationships with AEC customers (GCs, architects, engineers, owners) to ensure adoption, retention, and measurable outcomes.
  
  
• Issue Resolution: Triage escalations with empathy and technical accuracy, guiding customers through code-related challenges.
  
  

What We’re Looking For

Must-Haves:

• Excellent communication skills: capable of simplifying technical code language for customers.
• Customer-oriented mindset with proven ability to build trust and relationships.
• Curiosity, problem-solving drive, and adaptability in a fast-moving startup environment.
• Previous experience in customer success, consulting, or technical support

Nice-to-Haves:

• Experience with SaaS platforms and customer lifecycle management tools.
  
  
• Degree in Architecture, Civil Engineering, Construction Management, or related field.

Why MeltPlan?

• Shape the future of AI in construction compliance.
  
  
• Work with top AEC firms and owners on high-impact projects.
  
  
• Be part of a mission-driven, fast-scaling startup backed by industry leaders.
  
  
• Competitive compensation, stock options, and growth opportunities.