Head of Customer Success (ConTech SaaS)

Leads 2 Customer Success Managers + 2 Account Managers | Commissioning & Quality Control | Construction experience required

Role

Own retention, adoption, and expansion—while leading a four-person CS/AM team as a hands-on player-coach. In a fast-paced, high-growth, entrepreneurial environment, you will build the operating rhythm (process, metrics, tooling) and personally service a small portfolio of strategic accounts to model excellence and accelerate outcomes.

Responsibilities

• Lead & coach: set goals, run 1:1s and health/renewal reviews, and develop talent.
• Hands-on account service: own named strategic accounts; run kickoffs, QBR/EBR, and executive alignment; create mutual success plans and manage renewals/expansions.
• Account planning: drive quarterly joint account plans with AEs/AMs—whitespace mapping, multi-threading, and 12‑month success roadmaps.
• Onboarding & TTFV: standardize sales handoff → kickoff → go-live; align to construction schedules and mitigate risks early.
• Adoption programs: webinars/office hours, in-app guides, and champion playbooks; baseline KPIs and track outcomes.
• Renewals & expansion: forecast GRR/NRR, manage renewal calendar and risk register; design save motions and expansion strategies.
• Operations & tooling: segmentation, lifecycle stages, health scoring; accurate CRM/CS platform data and clear BI reporting.
• Voice of customer: synthesize insights for Product; run betas; collaborate with Marketing on references and use-case content.
• Knowledge & training: own the Knowledge Center, concise guides/videos, and a consistent QBR/EBR cadence.

Qualifications

• 7–10+ years B2B SaaS with 3+ years leading CSM/AM teams; strong background in ConTech/commissioning/MEP/QA‑QC is required.
• Proven ownership of renewals and expansion; expert in account planning and executive relationship management.
• Hands-on mindset: comfortable personally running implementations, QBRs, renewals, and expansions for named accounts.
• Tools & integrations: Procore, Autodesk/BIM 360, CMMS/Cx platforms; data imports, SSO/security reviews; Salesforce/HubSpot and Gainsight/Planhat.
• Scheduling literacy: understands critical path, float, milestones; familiarity with Oracle Primavera P6 and/or Microsoft Project is a plus.
• Thrives in fast-paced, high-growth settings; strong documentation and program management skills.

Success Metrics

• Company-level: GRR/NRR, churn & renewal rates, expansion ARR, forecast accuracy, reduction in escalations.
• Portfolio-level: renewal/expansion performance, adoption/utilization (DAU/WAU, module coverage), TTFV/time-to-go-live.
• Operational: health score trajectory, QBR/EBR completion, Knowledge Center deflection and content freshness.

Logistics

US-based, remote-friendly; ~20–30% travel. Reports to CRO. Compensation: competitive base + variable tied to GRR/NRR, adoption, account-plan execution, and portfolio outcomes.

This is a remote position.