Director of Customer Success

We build workflow software tailored specifically for the construction industry. We are seeking an ambitious, results-driven Director of Customer Success to lead our post-sales strategy, build a world-class CS engine, and ensure our construction partners achieve rapid value from our software. As a strategic "Player-Coach," you will own customer onboarding, retention, and expansion. You will work directly with key clients while building the processes, data frameworks, and team needed to scale. Key Responsibilities Drive Retention & Revenue Growth: Own key metrics including Net Revenue Retention (NRR), Gross Retention (GRR), and Expansion ARR. Partner with Sales to identify upselling and cross-selling opportunities. Build & Scale the CS Engine: Design a repeatable customer lifecycle framework—from initial onboarding and time-to-value (TTV) optimization to renewal and advocacy. Champion Construction Adoption: Understand the unique workflows of construction teams (from executives in the office to crews in the field) and build adoption strategies that ensure deep software usage. Build & Mentor the Team: Hire, coach, and lead a high-performing CS team, fostering a culture of accountability, empathy, and data-backed execution. Build C-Suite & Field Relationships: Act as an executive sponsor for high-value accounts, building strong relationships with key stakeholders to secure long-term partnerships. Leverage Modern CS Tech & Data: Implement CS platforms, automated playbooks, and predictive health scoring to proactively identify churn risks and operational efficiencies. Cross-Functional Collaboration: Partner closely with Product and Sales to feed customer insights back into the product roadmap and ensure seamless customer handoffs. What We’re Looking For Track Record: 8+ years in Customer Success, Account Management, or Client Services within B2B SaaS, with 3+ years leading or managing team members. Growth Stage Experience: Experience scaling a CS function through rapid ARR expansion (e.g., $5M to $15M+ ARR). Metrics-Driven Mindset: Proven ability to impact NRR, churn reduction, and adoption metrics through data and playbooks. Player-Coach Mentality: You thrive on setting high-level strategy, but you're equally excited to roll up your sleeves, hop on a client call, or solve a workflow problem directly. Industry Expertise (Strong Plus): Direct experience with construction, real estate tech, field service, or complex workflow automation software. Why Join Us? Direct impact on company strategy and top-line growth as we scale to $10M ARR and beyond. Competitive compensation package (Base + Bonus/Equity + Benefits). Collaborative, fast-paced environment solving real-world challenges for the construction industry. #J-18808-Ljbffr Jobba Trade Technologies, Inc.