--- title: 'Senior Customer Success Manager at ICON' canonical: 'https://feeny.ai/job/senior-customer-success-manager-icon-austin-texas-b5rwy2mw96gh' type: 'job' last_seen: '2026-09-07' --- # Senior Customer Success Manager at ICON - **Company:** ICON - **Location:** Austin Texas, United States - **Posted:** 2026-08-05 - **Last confirmed live:** 2026-09-07 - **Apply:** https://job-boards.greenhouse.io/iconcareers/jobs/6135501004 ## Job description ICON is looking for a customer service oriented, and operationally driven Senior Customer Success Manager to join our growing Titan Customer Success team. As the first company to commercially scale 3D construction printing, we deploy a complex, multi-stage customer journey from purchasing a printer to planning and executing successful 3D printing construction projects. We're looking for a Senior Customer Success Manager to own relationships with our Titan customers end-to-end - from onboarding through active project support. You'll serve as their primary point of contact for assigned customers and ensure they have what they need to succeed at every stage of a complex, multi-phase journey. You'll also help build the processes and tools that scale the CS function as the team grows. This role is based at ICON's Austin, TX campus and reports directly to the Director of Customer Success. ## RESPONSIBILITIES Customer Ownership - Coordinate closely with the team to ensure every customer interaction, question, and request is handled promptly, professionally, and to the highest standard of customer experience. - Serve as the primary point of contact for assigned customers — owning introductions, ongoing communications, and meeting cadences from onboarding through active project execution. - Own the customer onboarding process end-to-end, ensuring agreements, intake materials, and information packages are completed accurately and on time. - Proactively identify and resolve risks across the customer journey (e.g., contractual obligations, training, material orders, site validations) to keep projects on schedule. Cross-Functional Coordination - Collaborate closely within the Customer Success team to organize and coordinate internal cross functional handoffs across Sales, Training, Design, Material Operations, Site Support, and Engineering Services for smooth transitions at each customer journey milestone, and onboard new customers into ICON's internal systems. - Ensure ICON’s centralized customer tracking system, HubSpot, accurately reflects each account’s journey stage and key commitments, giving leadership a reliable view of account health. - Serve as the internal point of contact for tracking customer status, surfacing blockers and gaps, and escalating to the Director of Customer Success with clear context and recommended next steps. - Gather status updates from cross-functional teams to keep customer-facing commitments accurately reflected internally. Scaling the Team - Leverage AI tools to keep customer data organized at scale, surface patterns, and automate routine tracking. Build internal dashboards, trackers, and reporting templates the broader CS and operations teams adopt. - Build and maintain a library of of customer-facing tools and assets (cost calculators, presentations, forms, timeline visuals, intake questionnaires) that scales the Customer Success journey end-to-end. - Establish internal documentation, SOPs, and templates that standardize how customer information is captured, organized, and communicated across the Customer Success team. ## MINIMUM QUALIFICATIONS - Bachelor's degree in Business, Operations, Engineering, Architecture or a related field. - 8+ years of experience in customer-facing roles, account coordination, project coordination, or operations support. - Exceptional organizational skills with a demonstrated ability to manage and track multiple concurrent accounts or projects without losing detail. - Strong written and verbal communication skills, able to synthesize complex, multi-stage operational information into clear, concise updates for leadership. - Proficiency with CRM tools (e.g., HubSpot) and/or project management platforms (e.g., Asana, Monday.com, Jira, Notion); ability to build and maintain structured tracking systems. - Ability to work cross-functionally and gather status updates from multiple teams in a fast-paced, dynamic environment. - High attention to detail and discipline around documentation, even when underlying processes are still being defined. - Self-starter mentality with the ability to identify what needs to be tracked and organized, even when the system doesn't yet exist. - Willingness to travel to customer locations for initial site scoping or on-site meetings. ## PREFERRED QUALIFICATIONS - Experience supporting a customer success or account management function in a hardware, construction technology, or capital equipment environment. - Familiarity with the construction industry, including awareness of project lifecycle stages such as design, pre-construction, site prep, and build phases. - Experience working in early-stage or high-growth companies where processes are being built from the ground up. - Experience with Palantir Foundry, or comparable data and operations platforms, for building internal dashboards, trackers, and cross-team workflows. ICON is an equal opportunity employer committed to fostering an innovative, inclusive, diverse and discrimination-free work environment. Employment with ICON is based on merit, competence, and qualifications. It is our policy to administer all personnel actions, including recruiting, hiring, training, and promoting employees, without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability, marital status, veteran status, or any other legally protected classification in accordance with applicable federal and state laws. Consistent with the obligations of these laws, ICON will make reasonable accommodations for qualified individuals with disabilities. Furthermore, as a federal government contractor, the Company maintains an affirmative action program which furthers its commitment and complies with recordkeeping and reporting requirements under certain federal civil rights laws and regulations, including Executive Order 11246, Section 503 of the Rehabilitation Act of 1973 (as amended) and the Vietnam Era Veterans' Readjustment Assistance Act of 1974 (as amended). Headhunters and recruitment agencies may not submit candidates through this application. ICON does not accept unsolicited headhunter and agency submissions for candidates and will not pay fees to any third-party agency without a prior agreement with ICON. As part of our compliance with these obligations, the Company invites you to voluntarily self-identify as set forth below. Provision of such information is entirely voluntary and a decision to provide or not provide such information will not have any effect on your employment or subject you to any adverse treatment. Any and all information provided will be considered confidential, will be kept separate from your application and/or personnel file, and will only be used in accordance with applicable laws, orders and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement purposes. [Internet Applicant Employment Notices](https://drive.google.com/drive/folders/1KtxCrS8fV9XRApKaXFjKJ5twhzR_MkGE) ## About ICON ## Company Overview - **One-liner**: ICON develops advanced 3D printing robotics, software, and materials to transform construction, tackling the global housing crisis and preparing to build on other worlds. - **Entity Type**: Private (Venture-backed; last known round: Series B in February 2022) - **Headquarters**: Austin, Texas, United States - **Founded**: 2017 - **Founders**: Evan Loomis (Co-Founder) and others; the founding team is not fully detailed in public sources. ## Core Business - **Primary industry/industries**: Construction Technology (PropTech), Robotics, Advanced Materials, Aerospace (Off-Planet R&D) - **Target customers**: B2B (homebuilders, developers, military/defense), B2G (government/MILCON projects), and B2C (homebuyers via partner builders) - **Mission or purpose statement**: To advance humanity by using 3D printing robotics, software, and advanced materials to lower the cost and increase the speed and quality of construction, tackling the global housing crisis and preparing to build on other worlds. ## Products & Services - **Vulcan Construction System**: A large-scale 3D printing robotic system that prints single-story and multi-story concrete homes and structures. Type: Hardware + Software. - **Phoenix Multi-Story Printer**: A newer, radical robotic printer unveiled to enable multi-story construction. Type: Hardware + Software. - **Proprietary Advanced Materials (e.g., Lavacrete)**: A low-carbon, high-strength concrete mix designed specifically for 3D printing. Type: Material. - **Digital Catalog for Residential Architecture**: A catalog of pre-designed, printable home models. Type: Software/Service. - **AI Architect for Home Design**: An AI-powered tool for home design and construction planning. Type: Software. - **Off-Planet R&D**: Research and development of construction systems for use on the Moon and Mars, including work under NASA contracts. Type: R&D Service. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed (Private company). - **Key Metric**: $564.7M in total funding across 8 rounds. Annual revenue estimated at $18.0M (source: LinkedIn). - **Notable Investors/Partners**: Tiger Global Management (led Series B), Moderne Ventures (led Series A), Oakhouse Partners (led Seed). Partners include NASA, the U.S. Department of Defense, and various homebuilding firms. - **Growth Signals**: Headcount of 228 employees (+10.8% YoY); 42 active job postings (+223.1% YoY); expansion into military construction (MILCON); ongoing development of the Phoenix multi-story printer and Off-Planet systems. ## Competitive Advantages - **Pioneer & First-Mover**: One of the first companies to successfully deploy large-scale 3D printing for livable homes, creating a strong brand and operational track record. - **Vertically Integrated Technology Stack**: Proprietary robotics, software, and materials are all developed in-house, creating a defensible moat and optimized system performance. - **High-Profile Government & Space Contracts**: Partnerships with NASA and the U.S. Department of Defense provide credibility, non-dilutive funding, and a unique market position. - **Mission-Driven Brand**: The dual mission of solving the housing crisis and building on other worlds attracts top talent and media attention. ## Strategic Focus - **Scaling Military & Government Projects (MILCON)**: A major focus is on winning and delivering large-scale construction projects for the U.S. military. - **Multi-Story Construction**: The Phoenix printer represents a key strategic pivot to enable taller, denser buildings, opening up new market segments. - **Commercialization & Replicability**: Moving from R&D and pilot projects to a repeatable, scalable business model that can be deployed globally. - **Off-Planet Systems**: Continued R&D for lunar and Martian construction, maintaining a long-term vision that differentiates the company. ## Why Work Here - **Mission & Impact**: The opportunity to work on cutting-edge technology that directly addresses the global housing crisis and has a tangible, physical impact. The "Earth and beyond" mission is a powerful motivator. - **Hands-On, Cross-Disciplinary Learning**: Employees gain deep, practical experience across robotics, materials science, software, and field operations. Learning is accelerated. - **Comprehensive Benefits**: Includes medical/dental/vision, mental health coverage, "Use What You Need" PTO, generous parental leave, 401K with Roth IRA, and employee stock options. - **Culture**: Described as fast-paced, intense, and driven by a sense of urgency and ownership. Attracts builders, engineers, and operators who want to reinvent an industry. - **Work Policy**: Roles are primarily based in Austin, TX (HQ), with some field positions in Miami, FL. The environment is largely on-site, especially for engineering, operations, and print roles. - **Considerations**: The culture is also noted for high volatility, including a 25% workforce reduction in January 2025. Workload can be intense with long hours, and leadership is described as uneven by some sources. Candidates seeking stability and process maturity may find the environment challenging. [builtin.com](https://builtin.com/company/icon-build/faq/workplace-perception) ## Sources 1. [iconbuild.com](https://www.iconbuild.com/) 2. [iconbuild.com/careers](https://www.iconbuild.com/careers) 3. [job-boards.greenhouse.io/iconcareers](http://job-boards.greenhouse.io/iconcareers) 4. [linkedin.com/company/icon3dtech](https://www.linkedin.com/company/icon3dtech) 5. [builtin.com](https://builtin.com/company/icon-build/faq/workplace-perception) ## Other roles at ICON - [Business Development Director, Dallas](https://feeny.ai/job/business-development-director-dallas-icon-austin-texas-1dh7gaphcfhk) — Austin Texas, United States - [Business Development Director, Houston](https://feeny.ai/job/business-development-director-houston-icon-austin-texas-hbxb44kqshnf) — Austin Texas, United States - [Director, Total Rewards](https://feeny.ai/job/director-total-rewards-icon-austin-texas-8bxt07kt860z) — Austin Texas, United States - [Payroll Specialist II (Contract)](https://feeny.ai/job/payroll-specialist-ii-contract-icon-austin-texas-8r20jbk86sj5) — Austin Texas, United States - [Program Manager, ICON Owner Care](https://feeny.ai/job/program-manager-icon-owner-care-icon-austin-texas-nceyseercggg) — Austin Texas, United States - [Director, Customer Training](https://feeny.ai/job/director-customer-training-icon-austin-texas-j1j7jqyctbfq) — Austin Texas, United States - [Manager, Material Production](https://feeny.ai/job/manager-material-production-icon-austin-texas-yzv8j74ybqd2) — Austin Texas, United States - [Electro-Mechanical Systems Technician, Off-Planet Systems](https://feeny.ai/job/electro-mechanical-systems-technician-off-planet-systems-icon-austin-texas-a53ehjmm3ya5) — Austin Texas, United States - [Logistics Analyst II, Mobility](https://feeny.ai/job/logistics-analyst-ii-mobility-icon-austin-texas-4jeq6vwq4dx1) — Austin Texas, United States - [Director, Recruitment Delivery](https://feeny.ai/job/director-recruitment-delivery-icon-austin-texas-wsb9wfww019v) — Austin Texas, United States