Subbase
CSM Director
Fort Lauderdale, FL · Director
Sponsorship not specified$25k-$35kDetected 1 day ago
Project ManagementHubSpotSalesforceCRMAccount ManagementAccountingForecastingQuickBooksSupply ChainProcurementERPCustomer SuccessCommunicationCollaboration
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Lottery odds (Level I)39
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About the role
- You'll be the primary point of contact for 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.
Responsibilities
- Own a portfolio of 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.
- 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.
- Develop repeatable playbooks for onboarding and QBRs as one of the team's first enterprise-focused CSMs.
- SubBase is looking for a Customer Success Director to own the post-sale relationship for our largest and most strategic accounts.
Requirements
- 10+ 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.
- you can translate technical product detail into business value.
- Experience with CRM and CS tooling (e.g., Salesforce, HubSpot, Gainsight, or similar).
Nice to have
- 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.
Compensation
- $25k-$35k
Benefits
- Track account health, usage, and sentiment, and report trends and risks to the VP of Customer Success.
Company info
- We help construction teams control costs and keep projects moving - and our Enterprise customers are the backbone of that mission.
- 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.
- 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.
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