Director of Customer Success

About FieldFlō

FieldFlō is the management platform purpose-built for specialty subcontractors in construction

and field services. We help contractors streamline operations, strengthen safety and

compliance, and gain real-time project visibility—so they can deliver exceptional work with less

friction. Our customers are the heartbeat of everything we do, and we’re scaling fast.

We’re looking for a Director of Customer Success to lead a high-performing, customer-obsessed

CS organization that drives adoption, retention, and expansion.

The Role

As Director of Customer Success, you will own the strategy and execution of FieldFlō’s post-

sales customer lifecycle. You’ll lead a growing team of CSMs across onboarding and ongoing

success, build scalable systems, and partner cross-functionally to deliver meaningful customer

outcomes. This role is ideal for a SaaS CS leader who thrives in a fast-moving environment and

loves building teams and programs that scale.

What You’ll Do

Strategic Alignment & Customer Outcomes

• Develop and execute a Customer Success strategy aligned to company goals, with clear

focus on adoption, retention, and expansion.

• Translate FieldFlō’s value into repeatable success plans across customer segments.

• Identify, design, and launch CS programs and initiatives that increase product adoption,

reduce churn, and improve retention at scale.

• Continuously evolve the customer journey to match product and market growth.

Operational Excellence & Scalable Systems

• Build and refine a consistent KPI/OKR system to enable data-driven decisions and team

accountability.

• Oversee performance metrics, team KPIs, and customer health reporting to identify

trends and drive action.

• Monitor customer health indicators, identify risks/opportunities early, and lead

proactive interventions.

• Build early-warning churn reduction systems using customer health, usage, and

engagement signals—paired with proactive internal and customer communication

plans.

• Standardize and continuously improve onboarding and implementation processes

across customer segments to shorten time-to-value and increase adoption.

• Implement and optimize CS tools/platforms to streamline workflows and improve CSM

efficiency.

• Develop repeatable playbooks, processes, and frameworks for scalability as FieldFlō

continues to grow.

Team Leadership & Development

• Lead, coach, and grow a team of 5–10 CSMs across onboarding and customer success.

• Develop a new customer success function that works alongside onboarding and support.

• Build a culture of ownership, curiosity, proactive problem-solving, and deep customer

empathy.

• Support hiring, onboarding, training, and career development for CS talent.

• Establish clear goals, processes, and accountability across the CS organization.

Cross-Functional Collaboration

• Partner closely with Sales, Marketing, Product, Development, and Leadership to:

– Ensure seamless onboarding handoffs

– Improve product adoption and customer outcomes

– Increase customer visibility across the org

• Represent customer themes and priorities in internal planning and roadmap

conversations.

Customer Engagement & Advocacy

• Build executive relationships with key accounts and serve as a strategic partner to

customer leaders.

• Act as the escalation leader for complex customer issues, guiding both strategy and

hands-on resolution to ensure fast, high-quality outcomes. Create structured feedback

loops that gather and synthesize customer insights.

• Champion customers internally and influence product/service improvements based on

real-world trade contractor needs.

Business Impact

• Own retention and expansion outcomes across FieldFlō’s customer base. Drive best-in-

class net retention and usage metrics across segments.

• Forecast churn/expansion risks clearly and collaborate with leadership on mitigation

plans.

• Drive expansion across a multi-million-dollar book of business through value delivery

and adoption.

Skills You’ll Need to Bring

• 5 years of experience leading Customer Success or GTM functions in a fast-growing

SaaS environment with post-sales ownership. Proven success scaling CS programs and

teams quickly and effectively.

• Experience with adapting and managing multiple customer segments and navigating

cross-functional stakeholder environments

• A track record as a powerhouse people leader who attracts, inspires, develops, and

retains top talent.

• You’re a standout people leader with proven experience coaching, developing, and

leveling up high-performing teams.

• Deep customer-centric instincts and passion for understanding customer organizations,

priorities, and value drivers.

• Highly data-driven: able to define the right success metrics, track performance, and

drive improvements with clarity.

• Operational rigor and systems thinking across the full customer lifecycle.

• Growth mindset and adaptability: you learn fast, iterate often, and stay calm amid

change.

• Strong executive presence and communication skills, both internal and customer-facing.

• Commitment to maximizing adoption and usage to drive retention and expansion.

Nice to Have

• SaaS experience in construction or field services.

• Familiarity with customer success platforms and tools (e.g., Intercom, HubSpot,

Gainsight, Loom, Pendo, etc.) and a track record of using them to streamline workflows

and improve customer outcomes.

• Background in change management or process optimization.

What Success Looks Like (First 6–12 Months)

• A clear CS strategy and operating cadence tied to company OKRs.

• A confident, aligned CSM team with consistent success playbooks.

• Improved onboarding time-to-value and customer health visibility.

• Earlier risk detection and measurable churn reduction.

• Measurable lift in adoption, retention, and expansion.

• Strong cross-functional rhythms and trusted leadership presence.

Why You’ll Love Working at FieldFlō

• We’re solving real problems for real people in construction.

• Join a high-growth company with the chance to shape CS from the inside out.

• We move quickly, give team members ownership, and celebrate wins together.

• Our culture is collaborative, supportive, and transparent.

What We Offer

• Competitive compensation aligned with U.S. market expectations;

• Option to enroll in health/dental/vision insurance;

• Monthly internet/cell-phone stipend;

• Paid U.S. holidays and PTO

• A collaborative, mission-driven culture focused on solving real-world problems;

• Salary range for this role is $150-$185K OTE dependent on experience.

FieldFlō Equal Opportunity & Hiring Practices Statement

FieldFlō is proud to be an Equal Opportunity Employer.

We’re building a team of talented, kind, and driven people, and we believe great work happens when everyone feels respected, supported, and valued. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, marital status, or any other characteristic protected by applicable law.

Employment with FieldFlō is contingent upon the successful completion of any applicable background checks, which are conducted in compliance with federal, state, and local laws.

Candidates must be authorized to work in the United States on a full-time basis without the need for current or future visa sponsorship.

We are deeply committed to fair, consistent, and thoughtful hiring practices and to creating a workplace where everyone has the opportunity to do their best work.

If you need a reasonable accommodation during the application or interview process, just let us know — we’re happy to help.