Construction Success Team Manager

Fieldwire by Hilti; San Francisco (CA); Remote; USD 120,000 - 150,000; Full time

Job summary

Fieldwire by Hilti is seeking a Team Manager for the Construction Success team to lead a diverse, high-performing organization across Strategic, Mid-Market, and Australia-based CSMs. You will coach and develop individual contributors, build scalable processes, and drive customer outcomes across segments.

You will collaborate with Sales, Solutions Engineering, Product, Support, and Operations to ensure retention, adoption, and healthy customer health metrics while shaping Fieldwire's future in

Qualifications

• 6+ years in Customer Success or related customer-facing roles.
• 2+ years managing senior individual contributors or multi-segment teams.
• Experience with Fieldwire, construction workflows, or construction tech leadership is preferred.
• Proven track record of leading high-performing teams in fast-paced environments.
• Experience managing geographically distributed teams across segments.
• Strong coaching, mentoring and talent development skills.
• Excellent communication, presentation and cross-functional leadership.
• Strong operational rigor and data-driven decision making.
• Ability to thrive in ambiguity while balancing priorities.
• High ownership, accountability, empathy and customer-centric thinking.

Responsibilities

• Lead and develop Customer Success Managers across Strategic, Mid-Market, and Australian segments.
• Establish, monitor and report on team OKRs, KPIs, retention goals, adoption metrics, and business performance.
• Partner on complex customer situations, executive escalations, and strategic initiatives.
• Own full employee lifecycle including hiring, onboarding, performance reviews and succession planning.
• Drive continuous improvement of CS programs, playbooks and documentation.
• Lead cross-functional initiatives with Sales, Solutions Eng., Product, Support, Marketing, and Operations.
• Influence company strategy by representing the voice of the customer and advocating CS outcomes.
• Foster a culture of accountability, collaboration, and One Team mentality.

Skills

Customer Success

People management

Cross-functional leadership

Data-driven decisions

Construction tech

Remote leadership

Job description

Who we're looking for

Fieldwire is seeking a Team Manager on the Customer Success (aka Construction Success) team to lead a diverse, high-performing organization spanning Strategic, Mid-Market, and Australia-based CSMs. At Fieldwire, we call our Customer Success team the Construction Success Team to reflect our deep connection to the construction industry and our commitment to helping contractors, owners, and project teams succeed. We are trusted partners who understand the realities of the jobsite and work alongside our customers to drive successful project outcomes. This role is responsible for driving customer outcomes, operational excellence, team development, and strategic execution across multiple segments and geographies.

Who we're looking for

Fieldwire is seeking a Team Manager on the Customer Success (aka Construction Success) team to lead a diverse, high-performing organization spanning Strategic, Mid-Market, and Australia-based CSMs. At Fieldwire, we call our Customer Success team the Construction Success Team to reflect our deep connection to the construction industry and our commitment to helping contractors, owners, and project teams succeed. We are trusted partners who understand the realities of the jobsite and work alongside our customers to drive successful project outcomes. This role is responsible for driving customer outcomes, operational excellence, team development, and strategic execution across multiple segments and geographies.

As a leader within the Construction organization, you will coach and develop individual contributors, build scalable processes, influence cross-functional strategy, and ensure consistent execution against retention, adoption, expansion, and customer health goals. You will serve as a key partner to leadership across Sales, Solutions Engineering, Product, Support, and Operations, while helping shape the future of Customer Success at Fieldwire.

Primary Responsibilities

• Lead and develop a team of Customer Success Managers across Strategic, Mid-Market, and Australian segments, driving consistent customer outcomes and operational excellence.
• Establish, monitor, and report on team OKRs, KPIs, retention goals, adoption metrics, and overall business performance.
• Partner on complex customer situations, executive escalations, and strategic account initiatives.
• Own the full employee lifecycle, including hiring, onboarding, performance reviews, talent development, and succession planning.
• Drive continuous improvement of Customer Success programs, processes, playbooks, and documentation.
• Lead cross-functional initiatives and collaborate closely with Sales, Solutions Engineering, Product, Support, Marketing, and Operations teams.
• Influence company strategy by representing the voice of the customer and advocating for customer success outcomes.
• Foster a culture of accountability, collaboration, innovation, and a strong "One Team" mentality across the organization.

What We're Looking For

• 6+ years of professional experience in Customer Success, Account Management, Consulting, SaaS, Construction Technology, or related customer-facing roles.
• 2+ years of people management experience, including leadership of senior individual contributors, or multi-segment teams.
• Experience with Fieldwire, construction workflows, or customer success leadership in the construction tech industry is strongly preferred.
• Proven success leading high-performing teams and driving measurable business outcomes in a fast-paced environment.
• Experience managing geographically distributed teams and supporting multiple customer segments.
• Strong coaching, mentoring, and talent development skills with a track record of building and developing successful teams.
• Exceptional communication, presentation, and cross-functional leadership skills.
• Strong operational rigor, project management capabilities, and data-driven decision-making skills.
• Ability to thrive in ambiguity while balancing competing priorities and business objectives.
• High degree of ownership, accountability, empathy, and customer-centric thinking.

About The Team

The Construction team consists of construction professionals from diverse sectors of the industry. We partner with customers across the globe, helping organizations improve collaboration, streamline operations, and drive successful project outcomes.

Our Customer Success organization serves as trusted advisors to construction leaders, sharing best practices, driving product adoption, and ensuring customers realize maximum value from their partnership with Fieldwire. We are passionate about transforming how construction teams build and collaborate, and we're looking for leaders who share that vision.

Compensation

The estimated pay ranges for this role are as follows: $120,000 - $150,000

The salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors such as your skills, qualifications and experience. In addition to the salary you may be eligible for a corporate bonus which can range up to 30%.

Why Fieldwire?

The field-first construction platform for less busywork and more building. Trusted on 4M+ projects worldwide, Fieldwire by Hilti gives crews reliable access to plans, tasks, and updates on one simple platform. It unites the field and office around a single, transparent source of truth, keeping teams aligned from start to finish. Designed for easy adoption, crews gain real-time visibility into progress, clear ownership of work, and the context to make confident decisions. As part of the Hilti Group, Fieldwire combines deep construction expertise with modern digital innovation to deliver better outcomes on every job. Learn more at Fieldwire.com.

Where is the job located?

This role is fully remote within the United States. Our headquarters are based in beautiful San Francisco and our office is centrally located right off of Embarcadero Bart station.

Fieldwire is proud to be an Equal Opportunity Employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status or any other characteristic protected by law.