Department: Customer Success
Location: US (Client-facing, travel required)
ABOUT XYZ REALITY
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XYZ Reality are the creators of the world's first and only engineering-grade Augmented Reality solution, purpose built for the construction industry. Not only have we created this holographic technology, that sits within The Atom — a smart, site-safe headset/hardhat — but we implement it on projects, utilising the power of AR to ensure that all schemes are completed in line with delivery timescales and budgets.
XYZ has grown to over 100 staff across the UK, US & Europe and is working with Mission Critical organisations & construction companies to successfully deliver major projects.
THE ROLE
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The Customer Success team are the face of XYZ Reality for our clients. They make people feel the product.
This is a role for someone who has lived construction — on major programmes, in the dirt, under pressure — and come out the other side frustrated that the industry hasn't changed fast enough. You'll use that experience to connect with everyone from Sub-Contractor engineers on site to C-Suite Project Directors in the boardroom, speaking their language, understanding their problems, and showing them — not just telling them — how XYZ Reality changes the way projects get delivered.
With the CS team set to grow from 3 to 15 over the next 18 months, this is a chance to help shape what great client experience looks like in a business that is genuinely transforming the construction industry. If you've ever thought "we could do this so much better" — this is where you come to prove it.
KEY RESPONSIBILITIES
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• Own the client relationship across your accounts — acting as the primary point of contact from onboarding through to long-term adoption, ensuring clients consistently feel the value of the XYZ platform and services.
• Bridge the gap between field teams and client stakeholders — translating on-site performance and delivery data into meaningful conversations at every level, from site engineers to C-Suite.
• Drive platform adoption and client engagement — identifying barriers, implementing structured improvement plans, and ensuring project teams are getting the maximum benefit from the XYZ service.
• Build and grow a high-performing Customer Success team — developing individuals, establishing best practices, and creating a culture of client obsession as the function scales rapidly.
• Partner with Commercial teams to support account retention and expansion — leveraging proven delivery performance and strong relationships to unlock growth within existing clients.
• Feed client insight back into the business — translating real-world construction challenges and adoption patterns into actionable intelligence for Product, Operations, and Leadership teams.
REQUIRED QUALIFICATIONS
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• 10+ years of hands-on construction delivery experience on major programmes (£/$/€100Ms to BNs) — Data Centre, Pharmaceutical, large infrastructure, or equivalent mission-critical environments.
• Proven ability to operate credibly across all levels of a construction organisation — from boots-on-the-ground site teams to C-Suite directors — with the chameleon quality to be "one of us" in any room.
• Track record of senior client-facing work, including presenting to and influencing executive stakeholders, managing complex relationships, and driving measurable outcomes.
• Genuine passion for improving the construction industry — not just professionally curious, but personally driven to be part of the change.
KEY EXPERIENCE & SKILLS
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• Deep construction knowledge — you can talk shop at every level
• Exceptional client relationship & stakeholder management
• Comfortable presenting to C-Suite and owning the room
• Empathetic, charismatic & naturally builds trust fast
• Data-driven approach to client value & adoption metrics
• Passion for technology-led change in the built environment
BENEFITS
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🏝️ 15 days PTO + public holidays
🩺 Private healthcare including vision & dental
🎄 Christmas shutdown days on top of leave allowance (2–4 per year usually)
🏠 Hybrid working
🪙 Biannual salary reviews
💰 Employee referral scheme
🚀 Make a real-world impact of revolutionising the construction industry
Skills Required
- 10+ years of hands-on construction delivery experience on major programs valued from $100 million to billions, preferably in data centers, pharmaceutical, infrastructure, or other mission-critical environments.
- Ability to operate credibly across all levels of a construction organization, from site teams to C-suite directors.
- Senior client-facing experience presenting to and influencing executive stakeholders, managing complex relationships, and driving measurable outcomes.
- Deep construction knowledge and ability to communicate effectively with stakeholders at every level.
- Exceptional client relationship and stakeholder management skills.
- Ability to present confidently to C-suite stakeholders and lead executive conversations.
- Empathetic, charismatic communication style with the ability to build trust quickly.
- Data-driven approach to client value and platform adoption metrics.
- Passion for technology-led change in the built environment.
- Genuine personal motivation to improve the construction industry.
What We Do
XYZ Reality is on a mission to eliminate rework and is pioneering the AEC sector with the world’s most accurate Augmented Reality (AR) headset, the Atom. Harnessing the power of the Atom, construction teams can now view and position holograms of BIM on-site to 5mm accuracy, validate in real-time and make immediate decisions in the field during all phases of construction. This cutting-edge tool makes the entire construction journey safer and more efficient, reducing waste, de-risking processes, and allowing construction teams to build it right, first time. Winner of the prestigious award for ‘Mission Critical Tech Innovation’ at DCD Global 2022 Awards and awarded the accolade for ‘Digital innovation in on-site productivity’ at the Digital Construction Awards, XYZ Reality is focused on making the lives of all construction teams easier. Manage build quality, drive project deliverables, and accelerate data visibility through a single fully-managed service. When accuracy is everything, there’s XYZ!
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