Head of Customer Success

Company Overview

Plexa is a construction management platform powered by advanced AI, created for complex modern projects. It brings together tendering, site safety, finance, collaboration, and document control in one system. The product is designed for large enterprise teams and is gaining strong traction as its customer base grows.

The platform helps builders and developers cut down on manual effort, work together more effectively, and unlock significant cost savings across large-scale operations. Through automation, intelligent workflows, and enterprise-level flexibility, Plexa is reshaping how construction is managed both on site and from afar.

Plexa works with head contractors, developers, project management teams, CFOs, and site managers, and is already used on some of Australia’s largest construction projects. This is an opportunity to join a construction technology business that is focused on innovation and practical impact across the full project lifecycle.

Role Overview

The Head of Customer Success is a full-time remote position responsible for setting and driving the customer success approach at Plexa and ensuring customers gain clear, measurable value from the platform.

You will own onboarding, adoption, and ongoing engagement for key accounts while working closely with product, sales, and support teams to create a seamless customer experience.

Key Responsibilities

In this role, you will coach and guide the customer success function, keep track of account health, build customer success playbooks, and lead programs that strengthen retention, growth, and customer advocacy.

You will also work directly with strategic customers, run executive business reviews, collect product feedback, and turn customer insights into meaningful action for the business.

Another important part of the role is creating scalable processes, defining success metrics, and sharing performance updates with senior leadership.

Qualifications and Experience

We are looking for someone with a strong record of improving customer satisfaction and retention, and of building long-term relationships based on value.

You should bring experience in account management across complex, multi-stakeholder accounts within B2B SaaS or enterprise software.

Strong communication abilities are important, including comfort presenting to executive audiences, running workshops, and influencing teams across functions.

Analytical thinking is essential for reviewing usage data, spotting risks and growth opportunities, and shaping data-backed customer success plans.

Leadership experience is needed for mentoring, developing, and scaling a high-performing customer success or account management team.

Experience improving the full customer journey, including onboarding, adoption, renewals, and expansion, will be highly valuable.

Exposure to construction, proptech, or a related field is useful, though a strong interest in learning the construction lifecycle and workflows is also welcome.

You should be comfortable using customer success platforms, CRM systems, and collaboration tools such as HubSpot, Gainsight, or similar products.

A bachelor’s degree in Business, Engineering, or a related discipline, or equivalent practical experience, is expected.

The role suits someone who thrives in a fast-moving, high-growth remote environment and brings strong initiative, adaptability, and a bias toward action.

Mindset

Plexa is looking for an entrepreneurial, hands-on leader who is comfortable operating in a scale-up setting and is motivated by delivering outstanding customer outcomes.