• Directly manage, hire, and develop a regional team of Customer Success Managers and Digital Success Managers. • Foster a collaborative, high-achieving environment where team members feel supported and empowered to grow. • Translate high-level company objectives into actionable operational plans for those managed. • Set clear strategic goals for the team regarding retention, engagement, and customer sentiment. • Oversee the health of the regional book of business and track usage metrics and account health scores. • Analyze trends and insights to make informed decisions.

• Focus on enhancing customer satisfaction • Provide dedicated support and strengthen client relationships • Assist clients with inquiries and resolve issues • Analyze customer needs and deliver proactive solutions • Ensure a seamless experience for clients • Communicate effectively with internal teams to represent client feedback • Create and maintain training materials and knowledge base documentation • Support customer education resources to enhance self-service and overall customer experience • Onboard new customers and act as a trusted advisor • Hold product demonstrations for customers and partners • Improve onboarding processes

• Become a Fieldwire product expert and learn best practices for configuring and utilizing the platform. • Understand client construction needs and current tech stack in order to seamlessly integrate Fieldwire into a company’s day-to-day workflows. • Manage a portfolio of customers (new and existing) to help improve their Fieldwire usage and processes. • Build and maintain long-lasting relationships with Fieldwire clients. • Conduct web-based and in-person training(s) and demonstrations to educate clients on Fieldwire. • Assist the product team in identifying issues and communicating customer feedback for product improvements. • Troubleshoot, as necessary, to help communicate answers to product questions and resolve technical issues.

Role Description Your mission will be to make our customers raving fans of our product and company. You'll be doing this through the following: - Customer Relationship Management: Develop and maintain strong, long-lasting relationships with assigned customers by acting as their primary point of contact, understanding their business needs, and ensuring their satisfaction with our software. - Quarterly Business Reviews: Conduct Quarterly Business Reviews (QBRs) with assigned customers to assess the current use of the software, discuss upcoming features, and identify any challenges or opportunities for improvement. - Product Roadmap Updates: Keep customers informed about the latest product developments, upcoming features, and how they can leverage these to achieve their business objectives. Gather feedback to influence future product enhancements. - Upsell and Expansion Opportunities: Proactively identify and drive opportunities for customers to expand their use of our software, whether through additional features, higher-tier subscriptions, or complementary products, aligned with the customer's strategic goals. - Customer Advocacy: Serve as the voice of the customer within the company, ensuring that customer feedback and insights are heard and acted upon by the product, support, and marketing teams. - Performance Tracking and Reporting: Monitor customer health metrics, track the success of implemented strategies, and report on customer satisfaction and retention metrics. Qualifications - 3+ years of experience in Customer Success, Account Management, or a related role within a SaaS or software company. - Customer-Centric Mindset: Demonstrated ability to manage customer relationships, with a focus on understanding and meeting customer needs. - Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex concepts in a clear and concise manner. - Problem-Solving Abilities: Strong analytical and problem-solving skills, with the ability to think strategically about customer needs and solutions. - Sales Acumen: Experience identifying upsell opportunities and a proven track record of meeting or exceeding upsell targets. - Technical Proficiency: Comfortable working with software tools, understanding product functionality, and providing technical guidance to customers. - Project Management: Ability to manage multiple customer accounts and projects simultaneously, with strong organizational skills and attention to detail. - Team Collaboration: Experience working closely with cross-functional teams, including product, support, and marketing, to deliver a seamless customer experience. Requirements - Your location is not a requirement. The ideal fit would work under North American timezones. - Don’t tick all the boxes? Talk to us about why you’re still an amazing fit. Benefits - 35 days off per year, encouraged (including self-serve public holidays) and parental leave. - For US employees: healthcare (including EPO, PPO and HSA), 401(k). - Complimentary mental health and emotional support with therapists on call through Slack by Spill. - Earn virtual coins through our peer recognition platform and redeem them through gift cards, donations, or monetary rewards. - Compensation depends on your location, status, and level within our salary bands. - For contractors, the total cost could range from USD $72,000 - USD $111,100. - For US employees, the gross salary could range from USD $66,430.29 to USD $87,129.79. - An annualized performance bonus pool of 40% of your salary (no cap) is available (paid quarterly) based on quota attainment. - Options into the company equity through our $HOST token (RSUs), with a grant value of up to $10,100. - This role is eligible for up to an additional USD $233,356 per year in Performance Share Units (PSUs).