Head of Customer Success (Fully Remote)

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

Benefits offered by this job

Stock options

Health benefits

Unlimited PTO

Remote work

Job summary

Field Materials AI is the leading AI platform for construction procurement, AP automation, and inventory management. The company has grown rapidly, driving significant purchase volume and value for customers.

We are seeking a Head of Customer Success to coach and scale a team of six CSMs, implement repeatable onboarding, health monitoring, and renewal processes, and own team OKRs. This is a fully remote US-based role with above-market compensation and stock options.

Qualifications

• Must have proven experience leading a customer success or account management function.
• Ability to design repeatable onboarding, health monitoring, escalations and renewal processes.
• Track record of using data to improve customer outcomes and drive KPIs.

Responsibilities

• Lead and mentor a team of 6 Customer Success Managers, reviewing calls and emails to provide actionable feedback.
• Build and document standard processes for onboarding, QBRs, health checks, escalations and renewals.
• Own team OKRs including onboarding speed, NPS/CSAT, renewal and retention rates.

Skills

Team leadership

Process design

Data-driven decision making

Coaching & feedback

Job description

• Lead, mentor, and coach a team of 6 CSMs, reviewing customer calls and emails regularly and giving specific, actionable feedback.
• 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.

About You:

• Coach at Heart: You get energy from developing people 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.
• Data-Driven: You manage to metrics and can prove what’s working.
• Competitive Compensation: Above-market base salary plus stock options.
• Health & Wellness: Full Medical, Dental, and Vision Health Benefits.
• Flexibility: Unlimited untracked time off (PTO) and a fully remote work environment.

Field Materials is the leading AI platform for construction procurement, AP automation, and inventory management. The company has grown 3x over the past year, processing $3B+ in construction purchasing volume, backed by top Silicon Valley venture capital funds.