Key Skills

Job Description

Company Description Struck simplifies compliance in the construction industry by using AI to clarify complex rules and regulations that affect project timelines, costs, and risk. The platform delivers AI-assisted compliance verification early in the design phase, helping teams accelerate planning and reduce project risk. Struck provides comprehensive regulatory insights across multiple European countries, enabling construction professionals to navigate compliance with greater confidence and efficiency. This proactive approach supports the global housing and infrastructure needs by saving time and resources. Struck is headquartered in Amsterdam, the Netherlands and operates with an international outlook. Role Description The Customer Success Lead is a full-time remote role responsible for ensuring that customers gain maximum value from Struck’s compliance platform. In this position, the individual will manage a portfolio of customer accounts, guide onboarding, and provide ongoing support to help users integrate Struck into their workflows. Day-to-day tasks include monitoring customer health metrics, addressing issues, collecting feedback, and collaborating with product and engineering teams to inform improvements. The Customer Success Lead will design and refine processes that increase adoption, drive customer satisfaction, and reduce churn, while proactively identifying opportunities for expansion. This role also involves creating documentation, hosting training sessions or webinars, and contributing to best practices for customer communication and support. Qualifications Customer Satisfaction and Customer Service skills to build strong relationships, understand customer needs, and ensure positive outcomes. Customer Support and Communication skills to manage inquiries, provide clear guidance, and deliver consistent, empathetic assistance across channels. Analytical Skills to interpret customer data, track key success metrics, and identify trends that inform product and process improvements. Experience leading customer success or account management functions in a B2B SaaS or technology environment. Ability to work independently in a remote setting, collaborate across teams, and prioritize multiple customer requests effectively. Strong written and verbal communication skills in English; additional European languages are an advantage. Familiarity with construction, architecture, or regulatory compliance domains is beneficial but not required. Bachelor’s degree or equivalent experience in business, communications, engineering, or a related field.

Core Responsibilities

The Customer Success Lead manages a portfolio of accounts to ensure maximum value from the compliance platform while guiding onboarding and ongoing support. They also monitor customer health metrics, address issues, and collaborate with product teams to drive adoption and reduce churn.

Requirements

Candidates must have experience leading customer success or account management in a B2B SaaS environment and possess strong analytical and communication skills. A bachelor's degree in business, communications, engineering, or a related field is required.