Head of Customer Success (ConTech SaaS)
Full Time • Fully Remote - US
Replies within 24 hours
Head of Customer Success (ConTech SaaS)
Leads 2 Customer Success Managers + 2 Account Managers | Commissioning & Quality Control | Construction experience required
Role
Own retention, adoption, and expansion—while leading a four-person CS/AM team as a hands-on player-coach. In a fast-paced, high-growth, entrepreneurial environment, you will build the operating rhythm (process, metrics, tooling) and personally service a small portfolio of strategic accounts to model excellence and accelerate outcomes.
Responsibilities
- Lead & coach: set goals, run 1:1s and health/renewal reviews, and develop talent.
- Hands-on account service: own named strategic accounts; run kickoffs, QBR/EBR, and executive alignment; create mutual success plans and manage renewals/expansions.
- Account planning: drive quarterly joint account plans with AEs/AMs—whitespace mapping, multi-threading, and 12‑month success roadmaps.
- Onboarding & TTFV: standardize sales handoff → kickoff → go-live; align to construction schedules and mitigate risks early.
- Adoption programs: webinars/office hours, in-app guides, and champion playbooks; baseline KPIs and track outcomes.
- Renewals & expansion: forecast GRR/NRR, manage renewal calendar and risk register; design save motions and expansion strategies.
- Operations & tooling: segmentation, lifecycle stages, health scoring; accurate CRM/CS platform data and clear BI reporting.
- Voice of customer: synthesize insights for Product; run betas; collaborate with Marketing on references and use-case content.
- Knowledge & training: own the Knowledge Center, concise guides/videos, and a consistent QBR/EBR cadence.
Qualifications
- 7–10+ years B2B SaaS with 3+ years leading CSM/AM teams; strong background in ConTech/commissioning/MEP/QA‑QC is required.
- Proven ownership of renewals and expansion; expert in account planning and executive relationship management.
- Hands-on mindset: comfortable personally running implementations, QBRs, renewals, and expansions for named accounts.
- Tools & integrations: Procore, Autodesk/BIM 360, CMMS/Cx platforms; data imports, SSO/security reviews; Salesforce/HubSpot and Gainsight/Planhat.
- Scheduling literacy: understands critical path, float, milestones; familiarity with Oracle Primavera P6 and/or Microsoft Project is a plus.
- Thrives in fast-paced, high-growth settings; strong documentation and program management skills.
Success Metrics
- Company-level: GRR/NRR, churn & renewal rates, expansion ARR, forecast accuracy, reduction in escalations.
- Portfolio-level: renewal/expansion performance, adoption/utilization (DAU/WAU, module coverage), TTFV/time-to-go-live.
- Operational: health score trajectory, QBR/EBR completion, Knowledge Center deflection and content freshness.
Logistics
US-based, remote-friendly; ~20–30% travel. Reports to CRO. Compensation: competitive base + variable tied to GRR/NRR, adoption, account-plan execution, and portfolio outcomes.
This is a remote position.
About Facility Grid
Used by the world’s largest construction companies, building owners, and commissioning providers, Facility Grid allows users to track, verify and manage building assets throughout the installation, quality control, and commissioning processes.
- Commissioning Management. We help Cx providers automate and enhance new building construction (NCCx), existing building (EBCx), and ongoing (OCx) commissioning processes.
- Operational Readiness. We empower general contractors, trade contractors, and building owners to track, verify, and manage building assets throughout the construction lifecycle.
- Sustainability Management. We help building owners increase the efficiency and effectiveness of building audits, energy audits, tune-ups, annual inspections, and ongoing operations.
Work With Us
A fast paced, entrepreneurial environment committed to providing the best tools to manage the quality and Cx processes throughout the construction lifecycle and beyond.
Open positions
We are seeking problem solvers, independent thinkers, creators, and innovators. We are small, but growing fast and want team members that can collaborate and help build the company with us. If you know construction, commissioning (Cx), or cloud software and have an entrepreneurial spirit, we’d love to hear from you.
Review our current job openings and see what aligns with your interests. Apply for the job that best fits you, and we’ll be in touch.
(if you already have a resume on Indeed)