About SubBase
SubBase is the procurement platform built for subcontractors and self-performing general contractors, replacing the chaos of emails, texts, and spreadsheets with a single system for managing material requests, purchase orders, vendor collaboration, and invoice reconciliation. We help construction teams control costs and keep projects moving — and our Enterprise customers are the backbone of that mission.
About the role
SubBase is looking for a Senior Customer Success Manager to own the post-sale relationship for some of our largest and most strategic accounts. You'll be the primary point of contact for Large/Enterprise construction customers, driving adoption, renewals, and expansion while acting as their advocate inside SubBase. This role reports directly to the VP of Customer Success and will help shape how we scale enterprise CS as the team grows.
This is a relationship-driven, field-facing role. You should expect to travel 25–35% of the time to meet customers on-site — at job sites, regional offices, and industry events — building the kind of trust that a video call can't replicate in the construction industry.
What you'll do
- Own a portfolio of Large/Enterprise accounts end-to-end: onboarding, adoption, renewal, and expansion.
- Build and execute account success plans aligned to each customer's operational and business goals.
- Travel on-site (25–35%) to run business reviews, training sessions, and executive relationship-building meetings.
- Serve as the customer's advocate internally, partnering with Product and Engineering to prioritize feedback and resolve issues.
- Drive product adoption across field and office users, including PMs, procurement leads, and finance stakeholders.
- Identify expansion and upsell opportunities and partner with Sales to execute them.
- Own renewal forecasting and retention for your book of business; proactively manage and de-risk accounts showing signs of churn.
- Track account health, usage, and sentiment, and report trends and risks to the VP of Customer Success.
- Develop repeatable playbooks for onboarding and QBRs as one of the team's first enterprise-focused CSMs.
Qualifications
- 5+ years in Customer Success, Account Management, or a client-facing role at a B2B SaaS company, with at least 1–2 years focused on enterprise or strategic accounts.
- Track record of owning renewals and driving net revenue retention across a portfolio of accounts.
- Comfort managing multi-stakeholder relationships, from field superintendents to VP- and C-level executives.
- Willingness and ability to travel 25–35% of the time, including overnight and multi-day trips.
- Strong project management skills — you can run a complex onboarding or rollout without losing the thread.
- Excellent written and verbal communication; you can translate technical product detail into business value.
- A proactive, ownership mindset — comfortable building process where none exists yet.
- Experience with CRM and CS tooling (e.g., Salesforce, HubSpot, Gainsight, or similar).
- Experience in construction, construction tech, procurement, or supply chain software.
- Familiarity with ERP/accounting integrations (e.g., QuickBooks, Sage, Procore).
- Experience standing up CS processes at an early- or growth-stage startup.
Skills Required
- 5+ years in Customer Success, Account Management, or client-facing role at a B2B SaaS company, with 1-2 years focused on enterprise or strategic accounts.
- Proven track record of owning renewals and driving net revenue retention across a portfolio.
- Comfort managing multi-stakeholder relationships, from field superintendents to VP- and C-level executives.
- Willingness and ability to travel 25-35% of the time, including overnight and multi-day trips.
- Strong project management skills to run complex onboarding or rollouts.
- Excellent written and verbal communication; translate technical product detail into business value.
- Proactive, ownership mindset and ability to build processes where none exist yet.
- Experience with CRM and Customer Success tooling (e.g., Salesforce, HubSpot, Gainsight, or similar).
- Experience in construction, construction tech, procurement, or supply chain software.
- Familiarity with ERP/accounting integrations (e.g., QuickBooks, Sage, Procore).
- Experience standing up Customer Success processes at an early- or growth-stage startup.
What We Do
SubBase is a centralized technology platform simplifying outdated workflows in construction materials management. Say goodbye to the days of fumbling through manual, paper-based workflows and say hello to a streamlined procurement experience that gets you back in control without changing how it's always done. Crafted by the hands of construction veterans and sharpened by cutting-edge tech, SubBase is your go-to for a user-friendly interface that makes efficiency with the field, office, and vendors second nature. Effortlessly request quotes, chat with vendors, and send out POs while syncing with your accounting system. Keep an eye on your deliveries without breaking a sweat, and let the automation do the number crunching, reconciling invoices like clockwork. With SubBase, everything happens in real-time, in one place—so you can focus on what you do best.... building. With SubBase you're not just upgrading your tools; you're streamlining your entire workday. Keep it simple, enhance relationships, and take command of your bottom line. Start managing your materials across all projects and vendors with ease. SubBase is not just a platform; it's your partner in building a more efficient future.
