Enterprise Customer Success Director - Construction

SubBase; Fort Lauderdale (FL); On-site; USD 120,000 - 160,000; Full time

Job summary

SubBase is seeking a Customer Success Director to own the post-sale relationship for our largest enterprise accounts. You will drive adoption, renewals, and expansion while acting as a customer advocate inside SubBase, reporting to the VP of Customer Success.

This role is field-facing and travel-intensive (25–35%), with on-site meetings at job sites, regional offices, and events. You will collaborate with Product, Engineering, and Sales to ensure outcomes.

Qualifications

• 10+ years in Customer Success, Account Management, or a client-facing role at a B2B SaaS company, with at least 1–2 years focused on enterprise or strategic accounts.
• Track record of owning renewals and driving net revenue retention across a portfolio of accounts.
• Comfort managing multi-stakeholder relationships, from field superintendents to VP- and C-level executives.
• Willingness and ability to travel 25–35% of the time, including overnight and multi-day trips.
• Strong project management skills — you can run a complex onboarding or rollout without losing the thread.
• Excellent written and verbal communication; you can translate technical product detail into business value.
• A proactive, ownership mindset — comfortable building process where none exists yet.
• Experience with CRM and CS tooling (e.g., Salesforce, HubSpot, Gainsight, or similar).

Responsibilities

• Own a portfolio of enterprise accounts end-to-end: onboarding, adoption, renewal, and expansion.
• Build and execute account success plans aligned to each customer's operational and business goals.
• Travel on-site (25–35%) to run business reviews, training sessions, and executive relationship-building meetings.
• Serve as the customer's advocate internally, partnering with Product and Engineering to prioritize feedback and resolve issues.
• Drive product adoption across field and office users, including PMs, procurement leads, and finance stakeholders.
• Identify expansion and upsell opportunities and partner with Sales to execute them.
• Own renewal forecasting and retention for your book of business; proactively manage and de-risk accounts showing signs of churn.
• Track account health, usage, and sentiment, and report trends and risks to the VP of Customer Success.
• Develop repeatable playbooks for onboarding and QBRs as one of the team's first enterprise-focused CS

Skills

Enterprise accounts

Renewals

Travel

CRM tools

Cross-functional

Communication

Onboarding

Tools

Salesforce

HubSpot

Gainsight

Job description

SubBase is seeking a Customer Success Director to own the post-sale relationship for our largest enterprise accounts. You will drive adoption, renewals, and expansion while acting as a customer advocate inside SubBase, reporting to the VP of Customer Success.

This role is field-facing and travel-intensive (25–35%), with on-site meetings at job sites, regional offices, and events. You will collaborate with Product, Engineering, and Sales to ensure outcomes.