Customer Success Lead

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