Customer Success Associate

Customer Success Associate, North America Hub

About Aphex

We're the construction coordination platform that's replacing outdated spreadsheets with multiplayer tools that delivery teams love. Major contractors like Elis Don, Aecon, Bird and Mace use Aphex to deliver their projects ranging from $50 million to multi-billion dollar mega projects. Since launching in 2019, we've grown to become the market-leading solution in the UK and Australia, with aspirations to be where every major project in the world is planned and delivered.

We're now expanding into North America — this is a founding role, joining some of the team relocating from our London office to launch the new office. We've already got clients on major infrastructure projects around Toronto, and strong product-market fit proven in three other markets. We're tackling an industry that drives 10% of global GDP yet has seen productivity decline for 20 years. It's time for change.

This is a genuinely exciting time to join: you'll be one of the first hires on the ground in North America, with real scope to shape how the office and playbook develop as we scale, and clear progression as the team grows.

The Role

As a Customer Success Associate at Aphex, you'll learn our Land & Expand Engine as a founding member of our North America Customer Success Hub.

Your job is to help major contractors get genuine value out of Aphex on their live projects. You'll be in the room and on site with planners, engineers, construction managers, and project directors, helping them embed weekly planning routines, daily coordination, and the reporting that makes their projects run better.

This is a fast progression role. You'll start in apprentice mode alongside experienced Customer Success Managers from our UK team who are relocating to help launch the office, learning the playbook by doing it. Within 6 to 9 months, most Customer Success Associates are running their own portfolio of projects as full Customer Success Managers. We hire people who are hungry for that progression and ready to earn it from day one, not waiting until month nine.

You're joining at the very start of building the North America book from scratch. The CSAs we hire now are part of how the function gets built and scales from the ground up.

AI is part of how the team works at Aphex. We expect everyone to use it to think, write, plan, and analyse better. Genuine curiosity about how AI can multiply your output is part of the job.

At Aphex we challenge the status quo as a default. As you grow in this role, you'll be expected to propose better ways of working and make them real, not wait for someone to ask.

What you'll learn and do

• Run project deployments. Shadow experienced CSMs through kickoffs, setups, and training, then take the lead on your own.

• Embed planning routines. Help major contractor teams establish the weekly planning cycle that becomes their project's operating rhythm.

• Drive daily coordination. Move teams from weekly planning into the daily routines that make site coordination genuinely better.

• Build trusted relationships across the project. Engineers, supervisors, planners, project managers, construction managers and superintendents. Hold real credibility at every level.

• Monitor project health and act on it. Track signals, spot risks early, run plays to fix issues before they escalate.

• Spot what isn't working and fix it. Process gaps, missing resources, awkward workflows. We hire people who don't wait to be asked.

• Help shape the North America playbook as one of the first people on the ground.

The team you'll join

You'll be a founding member of the North America Customer Success Hub, learning directly alongside experienced CSMs relocating from our UK team to launch the office. You'll learn by working live deployments with them, not from a training course.

You'll also work closely with our North America sales team to understand how project success translates into account growth, and collaborate with our UK and APAC hubs on shared accounts, knowledge sharing, and the global playbook we run across regions.

Why this matters

Every project you help succeed means a real project gets delivered better. Less waste, less delay, less rework, less pressure on the people doing the work. You're not just supporting software adoption, you're helping North America's biggest contractors deliver the infrastructure and buildings the continent actually needs.

About You

At Aphex, we believe our team should reflect the variety of perspectives in the world we build for. We've noticed that qualified candidates from underrepresented groups sometimes hesitate to apply unless they meet 100% of the listed requirements, while others might apply when meeting just 60%. If you're excited about Aphex and believe you have the core skills to succeed in this role, we encourage you to apply, even if you don't check every box. Your unique perspective might be exactly what we need.

What we're looking for:

• You build trust quickly with people across all kinds of roles and seniority. You've held real relationships beyond the transaction. People you've worked with before still take your call.

• You've been thrown in over your head and figured it out. At least one specific story (probably more) of taking on something you weren't qualified for and getting up to speed fast.

• You don't wait to be asked. When you spot something that isn't working (a broken process, a missing resource, an awkward workflow), you take it on yourself to fix it.

• You're excited by the idea of building a new market and office from the early days, not just joining an established team.

Nice to have:

• A second language relevant to our growth into new markets

• Previous experience in customer success, SaaS, or a fast-moving B2B environment

• Some construction or infrastructure background or curiosity (deep industry knowledge isn't required; curiosity for the work matters)

• Evidence of using AI tools to improve how you work, with a clear view of where AI helps and where it doesn't

Benefits

• A founding seat on our North America team, with genuine scope for progression as the office scales

• One annual all-expenses-paid international team offsite (we've been to Vietnam and Thailand — where to next?)

• $1,000 annual training allowance and access to our Emerging Leaders program

• MindFi EAP access

• Employee Referral Program

• The right tools. MacBook Pro setup, modern tech stack, and AI tooling across the team

• A team that takes the work seriously. Collaborative, ambitious people who care about doing the work well

Equal Employment Opportunity (EEO) Statement

Our company does not discriminate in employment on the basis of race, color, religion, gender identity or expression, national origin, age, disability, or other non-merit factors. If you need any accommodations during the interview process, please let us know.