About the Role
This is Our Client’s first dedicated Customer Success hire and represents one of the most critical roles currently being added. The position is responsible for managing the full customer lifecycle, from the moment a contract is signed through long-term growth and expansion. The role also serves as the primary link between customers and the engineering team. With a growing customer base and new clients onboarding regularly, the position offers significant ownership from the outset along with substantial opportunities for professional development.
The role includes two key areas of responsibility that are equally important:
- Implementation:
You will lead the process of bringing customers live on the platform. This includes configuring accounts, overseeing data migrations, structuring onboarding plans, and driving product adoption until the solution becomes integrated into the customer’s daily workflow. - Engineering Coordination:
You will act as the main point of connection between customers and the engineering team. When customers raise product requests, report issues, or require custom functionality, you will translate those needs into clear, prioritized, and actionable specifications. Rather than simply relaying requests, you will manage the feedback process from start to finish.
This position also involves building the Customer Success function from the ground up, providing the opportunity to influence how processes are designed, which tools are implemented, and how the team evolves over time. It is well suited to someone seeking a role where their contributions are visible, their decisions have real impact, and they can directly see the results of their work.
Key Responsibilities
Implementation & Onboarding
- Own the end-to-end implementation process for new customers, from signed agreement through go-live and active product adoption.
- Develop and maintain a repeatable onboarding playbook designed to help customers realize value within the first 30 days.
- Manage data migrations, account configuration, vendor setup, and any required workflow customization at launch.
- Deliver product walkthroughs and training sessions tailored to each customer’s technical comfort level.
- Track key activation milestones such as first login, first vendor submission, and first compliance review.
Product & Engineering Coordination
- Act as the primary liaison between customers and the engineering team for product requests, issues, and custom requirements.
- Translate customer feedback into clearly defined, prioritized product tickets and specifications.
- Manage the full feedback loop by setting expectations, communicating timelines, and closing requests once delivered.
- Triage incoming requests to determine whether they require configuration changes, standard product enhancements, or custom development.
- Participate in product planning discussions to represent customer priorities and real-world usage.
- Maintain a living repository of customer insights to inform product decisions and roadmap planning.
Retention & Growth
- Own the health and success of the customer base across multiple construction-related segments.
- Proactively identify and address at-risk accounts before renewal periods.
- Lead quarterly business reviews that highlight value delivered and identify opportunities for growth.
- Surface expansion opportunities and collaborate with sales to support account growth.
- Manage renewals and partner cross-functionally on contract structures for expanding customers.
Processes & Systems
- Establish and scale the Customer Success function, including processes, templates, metrics, and tooling.
- Define and track success metrics across implementation, activation, retention, and customer satisfaction.
- Maintain customer records, health scores, renewal timelines, and request tracking within the CRM.
- Create reusable onboarding materials, training resources, and support documentation.
Requirements
- 2–5 years of experience in Customer Success, implementation, or technical account management within a B2B SaaS environment.
- Experience in construction technology, field services, or another operationally intensive industry is strongly preferred.
- Hands-on implementation experience, including software configuration, data migrations, account setup, and driving product adoption.
- Proven ability to act as a bridge between customers and product or engineering teams, translating customer feedback into actionable product work.
- Strong technical curiosity and comfort learning complex products; able to scope requests and set realistic expectations without needing to be an engineer.
- Experience managing the full customer lifecycle, including onboarding, activation, health monitoring, business reviews, and renewals.
- Excellent communication skills, with the ability to build trust with both operational stakeholders and executive leadership.
- Comfortable working in fast-moving environments and motivated by helping build processes and functions from the ground up.
Preferred Qualifications
- Prior experience in the construction or construction technology sector.
- Familiarity with vendor management, prequalification, or compliance workflows within construction environments.
- Experience supporting a rapidly growing customer base at an early-stage or high-growth startup.
- Sufficient technical fluency to interpret basic API documentation, understand webhooks, or troubleshoot data imports when needed.
- Experience contributing structured product feedback such as specifications, user stories, or requirements documentation.
- Ability to speak knowledgeably about construction workflows; direct experience working with contractors or job sites is a plus.
