Senior Director of Customer Success

SENIOR DIRECTOR OF CUSTOMER SUCCESS

Location: Walnut Creek Reports to: CRO Department: Customer Success

ABOUT THE COMPANY

Our client is a construction software company that brings clarity and control to complex projects. The platform replaces traditional methods of tracking change orders — including email, Excel, and paper — with intelligent automation and real-time collaboration between general contractors, specialty contractors, and owners.

The company is approximately 100 people and has a distributed team across the US.

This is a confidential search, and the company name will be shared with qualified candidates during the interview process.

THE ROLE

We're hiring a Senior Director of Customer Success to own the entire post-sale organization: a team of 12 CSMs across two segments — General Contractors and Specialty Contractors — a growing management layer, and Customer Support.

You'll be accountable for gross and net revenue retention across the customer base and report directly to the CRO.

You'll inherit a healthy, high-performing team with strong operating frameworks, documented processes, and an established forecasting discipline, built by a leader who is moving into a company-wide operations role.

The mandate is not to fix something broken. It is to take full ownership, develop the management bench, and scale the organization ahead of the company's growth.

WHAT YOU'LL OWN

- Retention outcomes. Full accountability for GRR and NRR across enterprise, mid-market, and SMB customers, including the forecasting cadence and retention planning that drive them.

- The team. 12 CSMs, 1 CS Manager, and 2 Support Agents. You'll coach managers, develop career paths, and complete open hiring on the management layer.

- Enterprise relationships. Direct ownership of executive relationships with the company's largest customers.

- Operating rigor. Weekly and monthly operating cadences, including portfolio reviews, call coaching, QBRs, and onboarding execution, enforced consistently across segments.

- Cross-functional leadership. The face of Customer Success with Sales on handoffs and account planning, Product on escalations and feature input, and Finance on renewals and forecasting.

- Efficiency and AI adoption. Evolving coverage models, tooling, and AI-assisted workflows so revenue under management grows faster than headcount.

WHAT YOU'LL BRING

- 8+ years in Customer Success, including 4+ years leading CS teams at B2B SaaS companies.

- Experience managing managers and running a multi-segment CS organization.

- Direct ownership of a retention number at a company between $10M–$50M ARR.

- A track record of building repeatable processes, including operating cadences, forecast discipline, onboarding, and QBR programs.

- Executive presence — you can coach a call review in the morning and present retention strategy to the board in the afternoon.

- A high-ownership mindset: the number is yours from day one.

NICE TO HAVE

Construction industry or vertical SaaS experience.

The existing CSM team brings deep domain expertise. The priority for this role is strong Customer Success leadership.

WHY THIS ROLE

- Own a complete function.

- Inherit strength, not a turnaround — strong team, strong process, strong retention.

- Real scope: retention is the engine of the business at this stage, and you'll run it.

- A company culture built on the values: Be Curious, Keep It Simple, Customer Obsession.