About this opportunity
Jobba Trade Technologies lists this Director of Customer Success opportunity in chicago, Illinois. Review the employer’s description below for duties, qualifications and application requirements.
Job description
About the Role
We build workflow software tailored specifically for the construction industry. We are seeking an ambitious, results-driven Director of Customer Success to lead our post-sales strategy, build a world-class CS engine, and ensure our construction partners achieve rapid value from our software. As a strategic "Player-Coach," you will own customer onboarding, retention, and expansion. You will work directly with key clients while building the processes, data frameworks, and team needed to scale.
Maximise your chances of a successful application to this job by ensuring your CV and skills are a good match.
Key Responsibilities
Drive Retention & Revenue Growth: Own key metrics including Net Revenue Retention (NRR), Gross Retention (GRR), and Expansion ARR. Partner with Sales to identify upselling and cross-selling opportunities.
Build & Scale the CS Engine: Design a repeatable customer lifecycle framework—from initial onboarding and time-to-value (TTV) optimization to renewal and advocacy.
Champion Construction Adoption: Understand the unique workflows of construction teams (from executives in the office to crews in the field) and build adoption strategies that ensure deep software usage.
Build & Mentor the Team: Hire, coach, and lead a high-performing CS team, fostering a culture of accountability, empathy, and data-backed execution.
Build C-Suite & Field Relationships: Act as an executive sponsor for high-value accounts, building strong relationships with key stakeholders to secure long-term partnerships.
Leverage Modern CS Tech & Data: Implement CS platforms, automated playbooks, and predictive health scoring to proactively identify churn risks and operational efficiencies.
Cross-Functional Collaboration: Partner closely with Product and Sales to feed customer insights back into the product roadmap and ensure seamless customer handoffs.
What We’re Looking For
Track Record: 8+ years in Customer Success, Account Management, or Client Services within B2B SaaS, with 3+ years leading or managing team members.
Growth Stage Experience: Experience scaling a CS function through rapid ARR expansion (e.g., $5M to $15M+ ARR).
Metrics-Driven Mindset: Proven ability to impact NRR, churn reduction, and adoption metrics through data and playbooks.
Player-Coach Mentality: You thrive on setting high-level strategy, but you're equally excited to roll up your sleeves, hop on a client call, or solve a workflow problem directly.
Industry Expertise (Strong Plus): Direct experience with construction, real estate tech, field service, or complex workflow automation software.
Why Join Us?
Direct impact on company strategy and top-line growth as we scale to $10M ARR and beyond.
Competitive compensation package (Base + Bonus/Equity + Benefits). xavwley
Collaborative, fast-paced environment solving real-world challenges for the construction industry.
Worksite address
chicago, IL, 60290, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.