Customer Success Director

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).