Head of Customer Success

Field Materials; United States; Remote; USD 180,000 - 240,000; Full time

Benefits offered by this job

Competitive compensation

Health & Wellness

401K with match

Growth opportunities

Remote-friendly / fully remote

Gym reimbursement

Laptop provided

Job summary

Field Materials AI is seeking a Head of Customer Success to lead implementations and ongoing success for our customers. You will guide a 6-person CS team, drive ERP integrations, account configurations, and staff training, acting as forward-deployed engineers in customer environments.

You will set performance standards, build playbooks, and recruit to grow the team to 10+ while partnering with Product, Sales, and Engineering to feed the roadmap and ensure smooth handoffs from sale to go-live.

Qualifications

• 7+ years in Customer Success or Implementations in B2B SaaS.
• 3+ years leading and scaling a CS team.
• Proven track record of improving NPS, CSAT, retention.
• Hands-on CS/CRM platform experience.

Responsibilities

• Lead, mentor, and coach a team of CSMs; review calls and emails for actionable feedback.
• Build and document onboarding, QBRs, health monitoring, escalations, and renewals processes.
• Own team OKRs: onboarding speed, NPS, CSAT, renewal/retention rates; track and report.
• Recruit and hire to grow the team to 10+ CSMs next year; define profiles and onboarding.
• Design an organizational structure supporting specialization by trade, ERP, or customer segment.
• Create a career and promotion framework with clear levels and criteria.
• Partner with Product, Sales, and Engineering to feed customer feedback into the roadmap.

Skills

People leadership

CS metrics tracking

ERP integrations

Communication skills

Strategic thinking

Education

Bachelor's degree

Tools

Vitally

Gainsight

HubSpot

Job description

About Field Materials AI

Field Materials is the leading AI platform for construction procurement, AP automation, and inventory management. Integrated with all major construction ERPs, its AI agents eliminate data entry for vendor documents and automate workflows across purchasing, inventory management, accounts payable, and prefab operations.

The company has grown 3x over the past year and is now processing $3B+ in construction purchasing volume. Founded by serial entrepreneurs with successful exits to Fortune 500 companies (including PayPal), the company has raised over $20M in total funding and is backed by leading Silicon Valley venture capital funds and senior executives from companies like Lowe's and Google.

Our company is the people we hire. We aspire to build a team of smart, high-caliber players that inspire each other to excel yet are not afraid to leave egos behind, roll up their sleeves, and fix what doesn't work. We don't believe in micromanagement and trust our team to take full ownership of their responsibilities. We believe in transparency as a way to build trust, break communication barriers, and align towards a common goal.

About the Role

As our Head of Customer Success, you will lead the team responsible for implementations and ongoing success of our customers. Our CSMs help set up ERP integrations, configure customer accounts, train customers' staff, and act as forward-deployed engineers helping set up our AI automation agents in the customer environment.

This is a hands-on leadership role with wide scope and high ownership. You’ll set the bar for customer outcomes, measured through NPS, CSAT, renewal rates, upsells, and onboarding speed, and build the playbooks, career paths, and hiring engine that keep us there as we grow. It’s ideal for a leader who loves developing people as much as driving metrics, and who wants to build a world-class CS organization at a fast-growing AI startup.

Responsibilities

• Lead, mentor, and coach a team of 6 CSMs. Review customer calls and emails regularly and give specific, actionable feedback that improves each team member's performance.

• Build and document processes that drive consistency across the team, covering onboarding, QBRs, health monitoring, escalations, and renewals.

• Own team OKRs, including onboarding speed, NPS, CSAT, renewal and retention rates. Track them, report on them, and continuously improve them.

• Recruit and hire to grow the team to 10+ CSMs next year. Define the profile, run the interview process, and build an onboarding program that gets new hires productive quickly.

• Design an organizational structure that supports specialization by trade, ERP, customer segment, or other dimensions that best serve our customers.

• Create a career and promotion framework, including a path to team lead, with clear expectations and criteria at every level.

• Partner closely with Product, Sales, and Engineering to bring customer feedback into the roadmap and ensure smooth handoffs from sale to go-live.

About You

• Coach at Heart: You get energy from developing people. You listen to calls, read the emails, and give feedback that makes your team better every week.

• Systems Builder: You turn what your best team members do into repeatable playbooks, processes, and dashboards, so the whole team performs consistently.

• Product-oriented: you are detail-oriented and strive to be a product expert. You understand customer workflows in depth and are able to map them to the product capabilities. You identify product gaps and bring them to engineering.

• Data-Driven: You manage to metrics. You know what drives NPS, CSAT, and renewals, and you can prove what’s working.

• Customer Obsessed: You build trust with customers, from CFOs and controllers to field and purchasing teams, and you step in personally when it matters.

• Bias for Action: You move fast, make decisions with incomplete information, and are comfortable with the ambiguity of a fast-scaling startup.

Requirements

• 7+ years in Customer Success or Implementations, with B2B SaaS experience required.

• 3+ years leading and scaling a team of CSMs, including hiring, coaching, and performance management.

• Proven track record of improving NPS, CSAT, retention, and onboarding metrics.

• Hands-on experience with CS and CRM platforms (e.g., Vitally, Gainsight, HubSpot).

• Bachelor’s degree at minimum.

• Experience with construction, ERP, accounting software, AP automation is a strong plus.

Benefits & Perks

• Competitive Compensation: Above-market base salary plus stock options.

• Health & Wellness: Full Medical, Dental, and Vision Health Benefits.

• 401K company plan: with a 3% match.

• Growth: Annual personal development fund and opportunities for rapid career advancement in a fast-growing startup.

• Flexibility: Unlimited untracked time off (PTO) and a fully remote work environment.

• Perks: Gym reimbursement and a swanky work laptop.