Customer Success Director
At a glance
Leadership Customer Success role at SubBase. Fort Lauderdale · full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Own enterprise accounts through onboarding, adoption, renewals, and expansion
- Create success plans tied to each customer's operating priorities and business objectives
- Visit job sites, regional offices, and industry events for reviews, training, and executive meetings
- Bring customer feedback to Product and Engineering while helping resolve account issues
- Forecast renewals, monitor account health, and build onboarding and QBR playbooks
What you bring
- At least ten years in Customer Success, Account Management, or another client-facing B2B SaaS role
- One to two years working with enterprise or strategic accounts
- A record of owning renewals and increasing net revenue retention across accounts
- Skill managing contacts from field superintendents through VP- and C-level leaders
- Strong project management, communication, CRM, and customer-success tooling experience
Who this fits
This suits a relationship-focused enterprise customer success leader who can work with both construction field users and executives. You should be comfortable creating processes, running complex rollouts, and translating technical details into business value. The role requires travel for roughly a quarter to a third of your time, including overnight and multi-day customer trips, and reports to the VP of Customer Success.
From the employer
About SubBase
SubBase is the procurement platform built for subcontractors and self-performing general contractors, replacing the chaos of emails, texts, and spreadsheets with a single system for managing material requests, purchase orders, vendor collaboration, and invoice reconciliation. We help construction teams control costs and keep projects moving — and our Enterprise customers are the backbone of that mission.
About the role
SubBase is looking for a Customer Success Director to own the post-sale relationship for our largest and most strategic accounts. You'll be the primary point of contact for enterprise construction customers, driving adoption, renewals, and expansion while acting as their advocate inside SubBase. This role reports directly to the VP of Customer Success and will help shape how we scale enterprise CS as the team grows.
This is a relationship-driven, field-facing role. You should expect to travel 25–35% of the time to meet customers on-site — at job sites, regional offices, and industry events — building the kind of trust that a video call can't replicate in the construction industry.
What you'll do
- Own a portfolio of enterprise accounts end-to-end: onboarding, adoption, renewal, and expansion.
- Build and execute account success plans aligned to each customer's operational and business goals.
- Travel on-site (25–35%) to run business reviews, training sessions, and executive relationship-building meetings.
- Serve as the customer's advocate internally, partnering with Product and Engineering to prioritize feedback and resolve issues.
- Drive product adoption across field and office users, including PMs, procurement leads, and finance stakeholders.
- Identify expansion and upsell opportunities and partner with Sales to execute them.
- Own renewal forecasting and retention for your book of business; proactively manage and de-risk accounts showing signs of churn.
- Track account health, usage, and sentiment, and report trends and risks to the VP of Customer Success.
- Develop repeatable playbooks for onboarding and QBRs as one of the team's first enterprise-focused CSMs.
Qualifications
- 10+ years in Customer Success, Account Management, or a client-facing role at a B2B SaaS company, with at least 1–2 years focused on enterprise or strategic accounts.
- Track record of owning renewals and driving net revenue retention across a portfolio of accounts.
- Comfort managing multi-stakeholder relationships, from field superintendents to VP- and C-level executives.
- Willingness and ability to travel 25–35% of the time, including overnight and multi-day trips.
- Strong project management skills — you can run a complex onboarding or rollout without losing the thread.
- Excellent written and verbal communication; you can translate technical product detail into business value.
- A proactive, ownership mindset — comfortable building process where none exists yet.
- Experience with CRM and CS tooling (e.g., Salesforce, HubSpot, Gainsight, or similar).
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