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Head of Customer Success

ConCntric

ConCntric

Customer Service · Full-time
Marin County, CA, USA
Posted on Jan 23, 2025

Company Overview

ConCntric is the first and only AI-powered preconstruction management platform for the construction industry. Founded by a 30-year industry veteran, ConCntric is a Seed-stage B2B SaaS technology startup revolutionizing the future of preconstruction. Our mission is to streamline the complexities of preconstruction with cutting-edge AI solutions, enabling construction professionals to make faster, smarter decisions.

About the Role

As the Director/Head of Customer Success, you will be instrumental in driving customer engagement, retention, and expansion. Reporting directly to the CEO, you will lead all post-sale activities, build scalable processes, and develop a high-performing Customer Success team that fosters long-term relationships with our customers.

Key Responsibilities


● Build and scale the Customer Success team (currently two CSMs). ● Develop a scalable infrastructure to support customer growth and retention. ● Own onboarding, training, support, and on-going engagement to ensure customers maximize the platform’s value. ● Manage and enhance the ConCntric Academy (external training platform) for asynchronous training. ● Implement metrics-driven processes to track engagement, NRR (currently 144%), and customer satisfaction. ● Act as the voice of the customer, collaborating closely with Product and Sales teams to align on feedback and growth strategies.

Qualifications


● 7+ years of experience in Customer Success, preferably in B2B SaaS environments (Seed–Series C stages). ● Proven success in building and scaling Customer Success teams. ● Strong understanding of SaaS retention metrics and KPIs. ● Experience in implementing and utilizing CRM (Hubspot) and CS focused platforms for KPI performance and data driven processes. ● Experience with adjacent tech platforms to track customer feedback (eg. ProductBoard). ● Experience in construction tech or familiarity with preconstruction workflows is highly preferred. ● Exceptional leadership, communication, and process development skills.

Why ConCntric?


● Be part of a mission-driven company reshaping the construction industry with AI. ● Collaborate with a passionate and innovative team. ● Opportunity to grow and lead marketing efforts at a fast-scaling startup. ● Competitive compensation, benefits, and equity.

ConCntric is an equal opportunity employer.

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