Customer Success Lead
SketchPro.ai
Sales & Business Development, Customer Service
San Francisco, CA, USA
Posted on Jan 29, 2026
Customer Success Lead
Location
San Francisco
Team
Customer Success
1 more property
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