Director of Customer Success
Jobba Trade Technologies · Chicago, Illinois, United States
FULL TIMEpermanent
Job Description
About the RoleWe 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 ResponsibilitiesDrive 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 ForTrack 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). xzbcwsv Collaborative, fast-paced environment solving real-world challenges for the construction industry.
Maximise your chances of a successful application to this job by ensuring your CV and skills are a good match.
Key ResponsibilitiesDrive 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 ForTrack 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). xzbcwsv Collaborative, fast-paced environment solving real-world challenges for the construction industry.
Details
| Company | Jobba Trade Technologies |
| Location | Chicago, Illinois, United States |
| Type | FULL TIME |
| Niche | finance |
| Experience | permanent |