About the Role

Our Client is seeking a dynamic and experienced Director of Customer Success to lead implementation, onboarding, and long-term value delivery for complex, high-impact enterprise accounts. This hands-on leadership role oversees a team of Customer Success Managers (CSMs) accountable for successful delivery, product adoption, account expansion, and retention.
The position reports directly to the Chief Customer Officer and involves close collaboration with Sales, Account Management, Product, Delivery, and Marketing teams. In addition, this leader will help shape and execute the global customer success strategy by developing scalable processes, engaging executive stakeholders, and driving customer health and retention metrics.

Responsibilities

• Lead, coach, and develop a team of Customer Success Managers supporting global enterprise accounts.
• Build and sustain strong relationships with executive stakeholders, guiding them through successful technology adoption across their portfolios.
• Oversee the entire post-sale journey, including onboarding, implementation, adoption, expansion, and renewal.
• Own key metrics such as customer health, retention/renewal targets, and satisfaction KPIs.
• Assess customer objectives, workflows, and challenges to design enterprise-level initiatives that drive measurable outcomes.
• Partner with Sales to identify and execute opportunities for account growth and expansion.
• Create business cases and ROI analyses to demonstrate value and secure long-term stakeholder alignment.
• Collaborate with Product, Delivery, and Marketing teams to provide roadmap input, share feature feedback, and highlight customer success stories.
• Travel to client sites across North America (~30–50%) to support deployments, strengthen relationships, and foster engagement.

Requirements

• 8–10 years of experience in the construction industry, including direct oversight of trade partners in the U.S. market.
• Proven ability to build and manage senior-level relationships across large-scale accounts (owners, consultants, or executive stakeholders).
• Track record of leading customer-facing teams or driving strategic initiatives such as change management, process optimization, or technology adoption.
• Strong understanding of construction workflows, project delivery, and business processes, particularly where they intersect with technology.
• Excellent communication skills with executive presence, capable of influencing and aligning diverse stakeholders.
• Experience supporting SaaS adoption, renewals, and account expansion within enterprise organizations is highly desirable.
• Background in software implementation or SaaS environments is an advantage.
• Willingness to travel approximately 50%.
• Preference for candidates based in Eastern or Central time zones.