Senior Customer Success Manager
At a glance
Senior 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
- Manage Large and Enterprise accounts through onboarding, adoption, renewals, and expansion
- Create success plans around each customer's operational 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 reduce churn risks across your portfolio
What you bring
- At least five years in Customer Success, Account Management, or another B2B SaaS client-facing role
- At least one to two years working with enterprise or strategic accounts
- Evidence of owning renewals and improving net revenue retention across an account portfolio
- Ability to coordinate field superintendents through VP- and C-level contacts
- Willingness and ability to travel twenty-five to thirty-five percent, including overnight and multi-day trips
Who this fits
This role suits a relationship-focused senior CSM who can work with construction stakeholders from field teams through executives. You'll need to build processes, manage complex onboardings, and explain technical product details in business terms. The role is based in Fort Lauderdale and requires twenty-five to thirty-five percent travel, including overnight and multi-day customer trips.
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 Senior Customer Success Manager to own the post-sale relationship for some of our largest and most strategic accounts. You'll be the primary point of contact for Large/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 Large/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
- 5+ 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).
Nice to Have
- Experience in construction, construction tech, procurement, or supply chain software.
- Familiarity with ERP/accounting integrations (e.g., QuickBooks, Sage, Procore).
- Experience standing up CS processes at an early- or growth-stage startup.
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