Customer Success Director

About SubBase

SubBase offers a procurement platform tailored for subcontractors and self-performing general contractors, consolidating the disarray of emails, texts, and spreadsheets into a comprehensive system for handling material requests, purchase orders, vendor interaction, and invoice reconciliation. Our platform helps construction teams manage expenses and maintain project momentum, with Enterprise customers playing a crucial role in this mission.

Role Overview

The Customer Success Director at SubBase is responsible for managing post-sales interactions with the company's most significant and strategic enterprise accounts. Acting as the main liaison for enterprise construction clients, the role focuses on driving product adoption, securing renewals, fostering expansion, and advocating on behalf of clients within SubBase. Reporting to the VP of Customer Success, this position contributes to shaping the strategy for expanding enterprise customer success as the team grows. This role involves a strong emphasis on relationship-building with about 25–35% travel to job sites, regional offices, and industry events to establish deeper trust beyond virtual interactions.

Key Responsibilities

• Manage a portfolio of enterprise clients end-to-end, covering onboarding, adoption, renewal, and growth phases.
• Create and implement account success strategies tailored to each customer's business objectives and operations.
• Travel for 25–35% of work time to conduct business reviews, training, and meetings aimed at strengthening executive relationships.
• Act as the clients' advocate, collaborating internally with Product and Engineering teams to prioritize feedback and solve customer challenges.
• Encourage widespread use of the product among field and office users, including project managers, procurement leaders, and finance teams.
• Identify opportunities for account expansion and upselling and work alongside Sales to execute these initiatives.
• Manage renewal forecasting and retention proactively, aiming to mitigate risks in accounts that may be at risk of churn.
• Monitor account health, user engagement, and customer sentiment, providing trend and risk reports to the VP of Customer Success.
• Develop standardized playbooks for onboarding and quarterly business reviews as one of the initial enterprise-focused customer success managers.

Candidate Profile

• Minimum of 10 years in Customer Success, Account Management, or client-facing roles within B2B SaaS companies, including at least 1–2 years managing enterprise or strategic accounts.
• Proven success in overseeing renewals and improving net revenue retention across client portfolios.
• Experience managing diverse stakeholder relationships from field superintendents to senior executives including VP and C-level.
• Available and willing to travel 25–35% of the time, including occasional overnight and extended trips.
• Strong capabilities in project management enabling the handling of complex onboarding and deployment without losing focus.
• Effective communication skills, able to convert technical product information into clear business benefits.
• A proactive, ownership-driven approach adept at establishing processes where none exist.
• Familiarity with CRM and customer success platforms such as Salesforce, HubSpot, Gainsight, or others.

Preferred Qualifications

• Background in construction, construction technology, procurement, or supply chain software sectors.
• Knowledge of ERP or accounting software integrations like QuickBooks, Sage, or Procore.
• Experience developing customer success processes at startups in early or growth phases.