Head of Customer Success

United States · Remotefull time

Remote

senior

H1B: no

Fieldmaterials Head of Customer Success at Field Materials leads the team responsible for customer implementations and ongoing success. This role involves setting customer outcome metrics and building playbooks, career paths, and hiring processes.

Responsibilities

As our Head of Customer Success, you will lead the team responsible for implementations and ongoing success of our customers. Our CSMs help set up ERP integrations, configure customer accounts, train customers' staff, and act as forward-deployed engineers helping set up our AI automation agents in the customer environment.
This is a hands-on leadership role with wide scope and high ownership. You’ll set the bar for customer outcomes, measured through NPS, CSAT, renewal rates, upsells, and onboarding speed, and build the playbooks, career paths, and hiring engine that keep us there as we grow. It’s ideal for a leader who loves developing people as much as driving metrics, and who wants to build a world-class CS organization at a fast-growing AI startup.
Lead, mentor, and coach a team of 6 CSMs. Review customer calls and emails regularly and give specific, actionable feedback that improves each team member's performance.
Build and document processes that drive consistency across the team, covering onboarding, QBRs, health monitoring, escalations, and renewals.
Own team OKRs, including onboarding speed, NPS, CSAT, renewal and retention rates. Track them, report on them, and continuously improve them.
Recruit and hire to grow the team to 10+ CSMs next year. Define the profile, run the interview process, and build an onboarding program that gets new hires productive quickly.
Design an organizational structure that supports specialization by trade, ERP, customer segment, or other dimensions that best serve our customers.
Create a career and promotion framework, including a path to team lead, with clear expectations and criteria at every level.
Partner closely with Product, Sales, and Engineering to bring customer feedback into the roadmap and ensure smooth handoffs from sale to go-live.

Qualification

Coach at HeartSystems BuilderProduct-orientedData-DrivenCustomer ObsessedBias for ActionProven track record of improving NPSBachelor’s degree at minimumExperience with construction

Required

Coach at Heart: You get energy from developing people. You listen to calls, read the emails, and give feedback that makes your team better every week.
Systems Builder: You turn what your best team members do into repeatable playbooks, processes, and dashboards, so the whole team performs consistently.
Product-oriented: you are detail-oriented and strive to be a product expert. You understand customer workflows in depth and are able to map them to the product capabilities. You identify product gaps and bring them to engineering.
Data-Driven: You manage to metrics. You know what drives NPS, CSAT, and renewals, and you can prove what’s working.
Customer Obsessed: You build trust with customers, from CFOs and controllers to field and purchasing teams, and you step in personally when it matters.
Bias for Action: You move fast, make decisions with incomplete information, and are comfortable with the ambiguity of a fast-scaling startup.
7+ years in Customer Success or Implementations, with B2B SaaS experience required.
3+ years leading and scaling a team of CSMs, including hiring, coaching, and performance management.
Proven track record of improving NPS, CSAT, retention, and onboarding metrics.
Hands-on experience with CS and CRM platforms (e.g., Vitally, Gainsight, HubSpot).
Bachelor’s degree at minimum.
Experience with construction, ERP, accounting software, AP automation is a strong plus.

Benefits

Dental
Vision
401(k)
PTO
Equity/RSU
Wellness

Company

Fieldmaterials

View company page

Source: ashby

Active within the past hour

Remote-friendly

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Must-Have Skills for This Role

ERP integrationsAI automation agentsNPSCSATOKRs

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