Head of Customer Success

Job Description

Job Description

ABOUT SITELINE

Siteline is a Series A SaaS startup in the construction space. We're a team of 25 full-time employees who live and work remotely across the US, with a small in-person office in San Francisco.

What problems are we solving?

We're on a mission to modernize finance for construction, an industry that employs 1 out of every 10 workers, but lacks good software tools to get the job done. Payments in construction are fundamentally broken — the antiquated billing process hasn't evolved in decades, and construction is one of the slowest industries to get paid in. We've found a unique wedge into this huge market and are growing quickly.

Why are we building this?

Millions of hardworking people are affected by this broken system — in turn making construction more expensive and inefficient for society every year. When everyone up and down the chain is on the same page with payments, contractors can focus on actually building, instead of mountains of paperwork. We're reimagining construction finance to help contractors get paid, grow their business, and build a better future for all of us.

The Role

Siteline is looking for a Head of Customer Success to join the team. As a foundational leader, you'll have a unique opportunity to set strategy and build processes and tools for scale. Our Customer Success team is responsible for the entire post-sale customer lifecycle from onboarding, adoption, and support through retention and renewals. You'll be at the helm, steering the vision and direction of the department to ensure a positive experience for all customers.

Siteline is headquartered in San Francisco with office space at 77 Geary Street near Union Square. This position is based in our San Francisco HQ where our team works together in-office 4 days a week.

What You'll Do

• Manage a team of 4 Customer Success Managers as they engage with customers, build relationships, drive adoption and retention.
• Oversee support and account administration functions handled by overseas contractors, ensuring quality, responsiveness, and alignment with company standards.
• Own the entire post-sale customer lifecycle including onboarding, adoption, support and technical ticketing, and renewals.
• Lead upselling and expansion efforts to drive adoption of new products within the existing customer base, identifying and capitalizing on opportunities for growth.
• Develop strategy, process improvements, and tooling for continued growth and efficiency.
• Develop and measure key team success metrics including Net Dollar Retention (NDR), time to first value, adoption and engagement goals, and report regularly to leadership.
• Collaborate with cross-functional teams including Marketing, Sales, Product, and Engineering to ensure that the voice of the customer is represented in strategic decisions.

What We're Looking For

• 6+ years in customer success with 4+ years managing customer-facing teams in a SaaS environment
• Experience with 0 to 1 building and scaling customer success operations with a focus on customer accountability and delivering value
• Strong operations leader who is process and product savvy
• Strong people and performance management skills
• Analytical and process-oriented mind with the ability to think strategically along with willingness to execute and build from the ground up with a "no task too small" mindset
• Excellent written and verbal communication skills. Demonstrated ability to present to diverse audiences and effectively communicate with internal stakeholders and customers
• Customer-facing experience with a product that serves industries that are slow to adopt new technology is strongly preferred
• Experience managing or working with distributed teams and international contractors is a plus
• Action-oriented with a bias toward moving quickly. You embody our value of working quickly together—making smart decisions with incomplete information, shipping iteratively, and learning as you go

Bonus Points

• Familiar with Intercom, Salesforce, Notion, and other CS platforms
• Experience with construction, manufacturing, or other traditional industries

Company values

Move Quickly, Together

Speed is our advantage, but alignment is our path to victory. We will go farthest, fastest if we work in unison. Prioritize the mission, establish clear owners and deliverables, and execute with confidence.

Reach for the Sky

We are curious, open-minded, and courageous. We challenge ourselves and each other to ask more questions, push boundaries, and deliver excellence every day.

Run Lean

Construction is a scrappy industry where companies must do more with less. Same here. Operate efficiently, optimize strategically, and always get the most bang for our buck.

Be the Steel

Builds fail when the foundation is faulty. The same is true for us. Exercise good judgment, deliver on your commitments, and know your capacity—every base has its threshold, after all. Most importantly, back your teammates. We're stronger than reinforced concrete when we support each other.

Build Our Fanbase

Our mission is to grow the size of the pie for everyone in construction. We only achieve that audacious goal if we keep our customers front and center. Work tenaciously to build smarter systems that solve real problems for our customers, positively impact their businesses and lives, and make them loyal fans.

Shoot Straight

We speak directly, candidly, and respectfully. We prioritize transparency, err on over-communicating, and understand that differing opinions and perspectives are part of a healthy company. Ultimately, it's okay to disagree with—but still commit to—the chosen direction.

At Siteline, we're looking for people with passion, grit, and integrity. We encourage you to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. We know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Join us!