[Hiring] Head of Customer Success @Field Materials Inc.

Role Description

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.

Responsibilities

• 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.

Qualifications

• 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

• Competitive Compensation: Above-market base salary plus stock options.
• Health & Wellness: Full Medical, Dental, and Vision Health Benefits.
• 401K company plan: with a 3% match.
• Growth: Annual personal development fund and opportunities for rapid career advancement in a fast-growing startup.
• Flexibility: Unlimited untracked time off (PTO) and a fully remote work environment.
• Perks: Gym reimbursement and a swanky work laptop.