How Customer Success and Support Help You Win More AEC Pursuits

Erick Flores

5 min

For years, software support in the Architecture, Engineering, and Construction (AEC) industry has been reactive. You run into a problem, reach out for help, and someone fixes it.

While that support is essential, it often only addresses immediate technical issues — not your long-term business goals or proposal success strategies.

That’s where Joist AI is changing the game.

How Joist AI Redefines Customer Success

We’re transforming how proposal teams work by introducing Customer Success Managers (CSMs) — dedicated partners who help you strategically use Joist AI to achieve your business and proposal objectives.

Our CSMs go beyond traditional support. They don’t just show you how to use our AI proposal software — they show you how to win more work with it.

With a CSM by your side, you’ll learn how to:

Tailor your bids using AI insights
Streamline workflows and collaboration
Refine proposal quality
Ultimately, increase your win rate

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Customer Success vs. Customer Support: What’s the Difference?

Both teams are critical to your success, but they serve different purposes within the Joist AI ecosystem.

Customer Support is reactive — they solve problems as they happen, whether that’s troubleshooting a technical issue, fixing a bug, or answering feature-related questions.

Customer Success Managers are proactive — they help you optimize your processes, align Joist AI with your business strategy, and guide you toward better proposal outcomes.

Think of it this way:

Customer Support is reactive. They solve problems as they happen, such as troubleshooting a technical issue or answering a question about a feature.
Customer Success Managers are proactive. They work with you to optimize your processes, help you achieve your business goals and provide guidance to improve your proposal workflow and win rate.

Here's a simple comparison:

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Leveraging Your Joist AI Team to Generate More Proposals

The best way to reach your proposal goals is by collaborating with both your Customer Success and Support teams. Each plays a complementary role in helping you automate, optimize, and scale your proposal operations.

Questions to Ask Your Customer Success Manager

What are the best practices for updating and maintaining our company’s knowledge base within Joist AI?
How can we improve the quality of Joist AI Chat’s content results when drafting proposals or marketing materials?
What methods do other customers use to integrate their Go/No-Go or Kickoff criteria into Joist AI?
What are the recommended steps for onboarding new team members to Joist AI’s core features?

Questions to Ask Customer Support

How do I merge People profiles in Joist AI?
How can I run a draft proposal analysis or compliance check?
How can I ensure all uploaded files are searchable?
“Is this a bug?” — Support is your first line of defense when something looks amiss.

By asking these questions and engaging proactively, you move from being just a software user to becoming a strategic partner in your company’s success.

Key Takeaways: Building a Winning Partnership

When you leverage both Customer Success and Customer Support, you gain a powerful combination of strategy + execution.

Customer Success = Long-term growth, AI optimization, workflow efficiency.
Customer Support = Reliable performance, fast fixes, smooth day-to-day operations.

Together, they help you automate proposals, refine your processes, and win more AEC projects.

Your CSM isn’t just a support contact — they’re your strategic proposal partner.‍

Ready to Get More from Joist AI?

At Joist AI, we don’t just offer software — we offer a partnership.
Our Customer Success and Support teams work side-by-side with you to ensure AI becomes a true advantage in your pursuit process, not just another tool.

Whether you’re looking to:

Refine your proposal workflows
Train your teams
Uncover new ways to win more bids

We’re here to help you get there faster.

Discover what’s possible when your people and AI work together.
Connect with us to get started — or reach out through the Help Tab in your Joist AI dashboard.