Senior Customer Success Manager

Company Overview

SubBase offers a centralized technology solution that transforms construction materials management by replacing outdated manual and paper workflows with efficient, digital processes. Developed by seasoned construction experts and enhanced with advanced technology, the platform offers an intuitive interface linking field teams, office staff, and vendors together. It facilitates quote requests, vendor communication, purchase order dispatch, accounting system synchronization, delivery tracking, and automated invoice reconciliation in real time. SubBase is committed to helping construction teams streamline operations, improve vendor partnerships, and enhance oversight of project expenses for greater profitability and efficiency across all projects.

Role Summary

We seek a Senior Customer Success Manager to take ownership of post-sale relationships within our largest and most strategic Large and Enterprise construction accounts. As the main contact, you will be tasked with fostering product adoption, managing renewals, advancing account expansion, and representing customer interests within SubBase. Reporting to the VP of Customer Success, you will contribute to developing scalable enterprise customer success practices as the team grows. This is a relationship-driven and field-oriented role, with approximately 25–35% travel to customer locations such as job sites, regional offices, and industry events for building trust and rapport that virtual meetings cannot achieve.

Key Responsibilities

• Manage a portfolio of Large and Enterprise accounts end-to-end including onboarding, adoption, renewal, and growth initiatives.
• Create and implement account success plans customized to align with each customer's operational and business objectives.
• Conduct onsite visits 25–35% of the time for business reviews, training, and executive relationship development.
• Champion the customer's voice internally, collaborating with Product and Engineering to prioritize feedback and resolve challenges.
• Promote product adoption among field and office stakeholders such as Project Managers, procurement leads, and finance personnel.
• Identify potential upselling and expansion opportunities and work alongside Sales to execute these efforts.
• Handle renewal forecasting and retention strategies; proactively manage accounts to mitigate churn risks.
• Monitor account health, usage patterns, and sentiment to report trends and potential issues to the VP of Customer Success.
• Develop repeatable onboarding and Quarterly Business Review playbooks as one of the initial enterprise-focused Customer Success Managers.

Required Qualifications

• More than 5 years of experience in Customer Success, Account Management, or equivalent client-facing roles in B2B SaaS environments, with at least 1–2 years handling enterprise or strategic accounts.
• Proven achievements in managing renewals and enhancing net revenue retention across multiple accounts.
• Capability in handling relationships with diverse stakeholders, from field superintendents to C-level executives.
• Willingness and ability to travel 25–35% including overnight and multi-day trips.
• Strong organizational skills to manage complex onboarding and rollout projects effectively.
• Excellent communication skills both written and verbal to clearly convey technical product information in terms of business benefits.
• A proactive and accountable approach, with experience in establishing new processes when needed.
• Familiarity with CRM and customer success platforms such as Salesforce, HubSpot, Gainsight, or similar tools.

Desirable Experience

• Background in construction, construction technology, procurement, or supply chain software sectors.
• Knowledge of ERP and accounting integrations like QuickBooks, Sage, or Procore.
• Experience in establishing customer success frameworks in early-stage or growing startups.