Senior Technical Customer Success Manager

Join nPlan — build the cities of the future. We’re nPlan, a Series B startup backed by leading investors, including GV (formerly Google Ventures) and DeepMind’s founder, Demis Hassabis. Our technology helps the world’s biggest construction projects make faster, more confident, data‑driven decisions. By combining one of the world’s largest datasets of project plans with advanced machine learning, we forecast project outcomes and reduce risk — reshaping how infrastructure gets built.

The Role: We are looking for a Senior Technical CSM with a strong background in project controls, risk analysis and/or complex construction schedules of major projects to join our growing client team. You will have also had (personal or professional) exposure to generative AI, and have a strong interest in this space. In this role, you’ll use your expertise to help our clients maximise the value they get from nPlan, and be part of the change to revolutionise the industry. If you’ve ever been frustrated by the limitations of QSRA workshops, poor forecasting data, or limited time for analysis, this could be the job for you. You’ll have autonomy, ownership, and trust from day one, and you’ll be working with talented people who care deeply about our mission. While you work remotely, you will also attend monthly client visits and team meetings in our London office as well as the opportunity to visit our international clients.

What We’re Looking For: We’re excited to hear from people who bring expertise, authority, and curiosity. To Succeed In This Role, You’ll Bring:

• Approximately 5+ years of experience in a planning, risk, PMO, or project management role on major construction projects.
• Deep understanding of large construction schedules (P6), how they are built, and how to analyse them.
• Demonstrable experience in implementing strategic projects that significantly improve an important outcome for an organisation.
• Passion for implementing technology to improve the construction industry.
• Excellent relationship‑building skills: You care deeply about delighting customers.

Nice To Haves:

• Experience working in a software company or on the implementation of software in the construction context.
• Experience working with LLM applications.

We care more about potential and drive than perfection. If you’re excited by what we’re building, we want to hear from you.

About The Role: You’ll work cross‑functionally across multiple areas, using your domain knowledge and skills to have a real, tangible impact:

• Client engagement: Coaching our most important clients on how they can maximise the value they get from nPlan. Building, maintaining and growing strong relationships within client organisations, understanding their needs and pain points. Setting up the product so it brings maximum value to our clients.
• Product deployment: Managing strategic projects to improve how we embed our products within client organisations. Mentoring clients on how to use our advanced features (e.g. LLM‑based features) to best support clients.
• Commercial: Collaborating with the Commercial team to drive engagement, retention, and expansion.
• Product: Working closely with Product Managers and AI Engineers on prototyping. Becoming a key domain‑expert link in our LLM evaluation cycle to ensure reliable, accurate analyses.
• Mentorship and management: Potentially line management of more junior client engineers.

Why You’ll Love Working Here: Competitive salary between £65-80k + generous equity — when nPlan succeeds, so do you. Flexible hours, remote‑friendly, with a Shoreditch office HQ. Uncapped holiday, private medical insurance, personal learning and development budget, enhanced family and sick leave, and more. Room to grow — we’re approaching 50 people and scaling fast. Guided by our values: Learn from Everything. Be Radically Truthful. Aim High, Run Fast.

Our Culture: We’re a curious, diverse, and mission‑driven team united by a belief that better data can change how the world builds. We value openness, honesty, and diversity of thought — and believe the best ideas win, no matter where they come from. Expect openness, collaboration, and balance — plus plenty of socials!

Application Process: Once you’ve applied, you will hear from us within a week. Interview stages typically include:

• A 30‑minute intro chat
• A role‑specific interview or assignment
• An interview focusing on our culture and values
• A final stage to test collaboration with our team (on‑site or remote)

We aim to complete the process within 3–4 weeks, but can move faster if necessary (just let us know). We want every candidate to have a positive experience — and we’ll keep you informed every step of the way.

Accessibility & Inclusion: We’re committed to building a diverse and inclusive workplace, and we welcome applicants from all backgrounds. If you need adjustments during the hiring process, please let us know.