In PersonThe role requires 25–35% travel, including overnight and multi-day customer trips.
About the job
Requirements
The candidate must have 10+ years of experience in Customer Success, Account Management, or another client-facing role at a B2B software-as-a-service company, including at least 1–2 years focused on enterprise or strategic accounts.
The candidate must have a track record of owning renewals and driving net revenue retention across a portfolio of accounts.
The candidate must be comfortable managing multi-stakeholder relationships ranging from field superintendents to vice presidents and C-level executives.
The candidate must be willing and able to travel 25–35% of the time, including overnight and multi-day trips.
The candidate must have strong project management skills and be able to run a complex onboarding or rollout.
The candidate must have strong written and verbal communication skills and be able to translate technical product detail into business value.
The candidate must be proactive, take ownership, and be comfortable building processes where none exist yet.
The candidate must have experience with customer relationship management and customer success tooling such as Salesforce, HubSpot, Gainsight, or similar tools.
Responsibilities
Own a portfolio of enterprise accounts end-to-end, including onboarding, adoption, renewal, and expansion.
Build and execute account success plans aligned with each customer's operational and business goals.
Travel on-site 25–35% of the time to conduct business reviews, training sessions, and executive relationship-building meetings.
Serve as the customer's internal advocate by partnering with Product and Engineering to prioritize feedback and resolve issues.
Drive product adoption across field and office users, including project managers, procurement leads, and finance stakeholders.
Identify expansion and upsell opportunities and partner with Sales to execute them.
Own renewal forecasting and retention for the assigned book of business, proactively managing and de-risking accounts showing signs of churn.
Track account health, usage, and sentiment, and report trends and risks to the Vice President of Customer Success.
Develop repeatable playbooks for onboarding and quarterly business reviews as one of the team's first enterprise-focused customer success managers.
About SubBase
SubBase is the procurement platform built for subcontractors and self-performing general contractors, replacing the chaos of emails, texts, and spreadsheets with a single system for managing material requests, purchase orders, vendor collaboration, and invoice reconciliation. We help construction teams control costs and keep projects moving — and our Enterprise customers are the backbone of that mission.
About the role
SubBase is looking for a Customer Success Director to own the post-sale relationship for our largest and most strategic accounts. You'll be the primary point of contact for enterprise construction customers, driving adoption, renewals, and expansion while acting as their advocate inside SubBase. This role reports directly to the VP of Customer Success and will help shape how we scale enterprise CS as the team grows.
This is a relationship-driven, field-facing role. You should expect to travel 25–35% of the time to meet customers on-site — at job sites, regional offices, and industry events — building the kind of trust that a video call can't replicate in the construction industry.
What you'll do
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 CSMs.
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).