Job Title

Head of Customer Success SaaS | Construction TechLocation:Gold Coast/Brisbane, Melbourne or SydneySalary:Competitive + Bonus (Negotiable based on experience)About the CompanyThe company is a high-growth SaaS company delivering digital transformation to the construction industry. Our platform is built for forward-thinking builders, contractors, and developers who want to streamline workflows, improve site visibility, and drive smarter project outcomes. As we continue to scale, we''re looking for aHead of Customer Successto take our client experience to the next level and build out a world-class CS function.About the RoleThis is afoundational leadership rolewith a clear mandate: design and implement theentire customer success frameworkfrom onboarding through to retention and upsell. You''ll manage a small team (3 CSMs to start), lead strategic initiatives, and serve as the primary contact for our most valuable enterprise clients.Were looking for someone who can blendoperational rigour with a deep understanding of the construction industry , and who knows how to drive outcomes with both people and process.Key ResponsibilitiesBuild and implement scalable CS frameworks , including onboarding, support, retention and upsell programs.Develop tiered onboarding processes and SOPsto support different customer segments and contract values.Create and managemetrics-driven tracking systemsto monitor customer health and onboarding progress.Lead, mentor and grow a high-performing team of CSMs (starting with 3 direct reports).Serve as thesenior point of contact for strategic accounts , driving adoption and long-term success.Collaborate closely withProduct and Salesto relay feature requests, improve handover processes, and drive upsell opportunities.Establish and optimise CS workflowsaligned to the construction project lifecycle.Usedata-driven insightsto drive CS strategy and increase net revenue retention.Champion acustomer-first culturewhile balancing commercial outcomes and operational efficiency.What Were Looking ForProven experience in aHead of Customer Success, CS Lead or similar rolein a B2B SaaS environment.Strong knowledge of theconstruction industryand associated workflows.Demonstrated ability tobuild CS frameworks, SOPs, and onboarding systemsfrom the ground up.Strong analytics skills and the ability totranslate customer data into action .Experience leading and growing high-performing teams, with atrack record of scaling operations .Excellent communication skills, both written and verbal.Comfortable working cross-functionally with sales, product and implementation teams.Highly organised with exceptional attention to detail.Why Join Us?Be a key player in ascaling SaaS companysolving real-world problems in the construction space.Ownership and autonomyto build the CS function your way.Work closely with the founding team and have a direct impact on strategy.Strong company culture with a focus on innovation, execution, and customer success.Career-defining opportunity as we expand into new markets and grow our customer base.Application Process:Even if you don''t match all the criteria, you may be perfect for this role.If you think that you are the person for the job, apply and contactCameron Morganvia LinkedIn. Be ready, we may send you a quick request for a short video response to expedite the process and get you directly in front of the hiring manager.#J-18808-Ljbffr