Customer Success Lead

Company Description

We’re the digital innovation team inside one of the largest wholesale distributors in the U.S., operating with the autonomy of a startup and the scale, customer base, and durability of a major corporation.

Our platform has strong product-market fit today – we have more demand than we can keep up with. The work you lead will immediately impact small and mid-sized contractors and Profit Centers that rely on us every day.

We’re focused on building AI-enabled workflows across a critical but historically underserved layer of the supply chain: SMB contractors and wholesale distribution for the trades. This is a rare opportunity to shape modern, AI-native software that makes real-world businesses meaningfully more productive, profitable, and future-ready.

Role Description

We’re looking for a Head of Customer Success to lead contractor activation, Profit Center enablement, and long-term customer value across our platform.

In close partnership with Profit Center leaders and front-line teams, you’ll be a trusted connector between the field and our internal teams. You’ll join the field to understand real workflows, build relationships with PC stakeholders, and co-own adoption and expansion plans for key accounts. You’ll ensure the voice of the field is consistently captured, prioritized, and reflected in how we build and deliver Onsemble.

You’ll also partner closely with Product, Engineering, and Business leadership to ensure our customers and users adopt, use, and advocate for Onsemble in ways that drive measurable gross profit growth, time savings, and loyalty.

This is a hands-on leadership role: you’ll design the customer success strategy, build repeatable enablement systems, and stay close to the field – working directly with PCMs (Profit Center Managers), counter teams, and contractors to drive durable behavior change.

What You’ll Do

• Own contractor onboarding and activation across pilot and scale-up Profit Centers
• Drive repeat usage, ensuring contractors move from trial to habit
• Establish clear success metrics (orders, AOV, GP%, order frequency, lines per order, etc.)
• Identify expansion opportunities within each Profit Center and across regions
• Translate early wins into scalable playbooks

Customer Success

• Partner directly with Profit Center Managers, counter teams, and Region Managers to embed Onsemble into daily workflows
• Design and implement train-the-trainer models that empower PCs to own adoption
• Ensure Onsemble supports Hajoca’s “BFRND” ambition — being the Best & Favorite Right Now Distributor
• Reinforce alignment between contractor success and PC-level financial performance

Voice of Customer & Feedback Loops

• Build structured feedback loops between contractors, PCs, Product, Sales, and Engineering
• Translate field insight into clear product priorities
• Identify friction points in onboarding, search, quoting, fulfillment tracking, and integrations
• Ensure we are solving real operational pain — not theoretical workflows

Success Systems & Operational Excellence

• Design scalable onboarding flows and enablement materials
• Build dashboards and reporting that measure activation, adoption, and ROI
• Establish clear accountability across cohorts and scale-ups
• Improve internal processes for tracking contractor engagement and Profit Center relationships
• Act with urgency and ownership in resolving customer-impacting issues

Team Leadership

• Build and lead a high-performing Customer Success function from the ground up
• You’ll lead, support, and develop one existing Customer Success team member, providing clear priorities, feedback, and growth opportunities.
• Establish clear expectations around ownership, responsiveness, and field presence
• Create a culture that balances relationship-driven trust with metric-driven accountability

Qualifications

• 6+ years in Customer Success, Account Management, Sales, or Field Enablement roles
• 2+ years leading a Customer Success, Sales, or GTM team
• Experience in SMB-focused software or operational tools
• Experience driving adoption in behavior-change-heavy environments
• Familiarity with distribution, trades, or supply-chain businesses is strongly preferred
• Spanish speaking preferred
• Ability to travel 50% of the time