Senior Director of Customer Success

Job description

# 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.**