Customer Success Lead

SketchPro.ai
SketchPro.ai

Sales & Business Development, Customer Service

San Francisco, CA, USA

Posted 6+ months ago

Location: SF

About SketchPro

SketchPro is an AI copilot for architects that accelerates and elevates construction documentation. We partner directly with leading architecture firms to help small teams perform at the level of the world’s largest practices.

As we scale, we’re looking for a Customer Success / Partnerships Lead to own firm adoption, activation, and day-to-day partner momentum.

The Problem This Role Solves

We can land firms but activation, sustained usage, and internal momentum are inconsistent. This role owns the gap between “signed” and “embedded in daily workflow.”

Role Responsibilities

You are accountable for firm adoption and conversion readiness.

Your job is to ensure that:

  • New firms get value fast
  • Users actually adopt SketchPro in real projects
  • Feedback flows cleanly into product

    • What You’ll Own

    Firm Onboarding & Activation

  • Lead 1:1 and group onboarding sessions
  • Design onboarding plans tailored to firm size, discipline, and usage goals
  • Coordinate installation and IT setup with firm teams
  • Ensure firms reach defined activation milestones

    • Ongoing Partner Engagement

  • Run 1:1 user follow-ups and in-person workshops
  • Maintain momentum between office hours
  • Track adoption metrics and usage health per firm
  • Produce weekly usage recaps for internal and external stakeholders

    • Customer Feedback Loop

  • Observe live user sessions and workflows
  • Triage feedback and synthesize patterns
  • Deliver clear, actionable summaries to Product
  • Support office hours with scheduling, prep, notes, and follow-ups

    • Enablement & GTM Support

  • Create demo videos and lightweight educational content
  • Contribute to SketchPro Academy–style learning resources
  • Support partnerships, referrals, and light external visibility (e.g. LinkedIn)

    • Ideal Background

  • Architectural background (licensed preferred)
  • Experience in construction documentation workflows
  • Fluency in Revit
  • Comfortable working directly with architects and firm leadership

    • You don’t need to be a salesperson, but you must be confident, structured, and trusted by architects.

    Skills That Matter

  • Strong communication and facilitation skills
  • Ability to translate messy feedback into clear insights
  • High ownership and follow-through
  • Comfort operating in an early-stage, ambiguous environment
  • Technical curiosity (AI tools, workflows, integrations)

    • What Success Looks Like (6–12 Months)

  • 40 New firms with 50%+ adoption rate
  • SketchPro feels “embedded” inside partner firms
  • Clear week over week growth on number of users + messages sent
  • Product feedback arrives structured and prioritized
    • See more open positions at SketchPro.ai