Director of Customer Success

How to apply: Please apply only if you have CS leadership experience. Send resume and cover letter to recruiting@fieldflo.com as we will not be reviewing submissions via LinkedIn. 

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 $140-$185K OTE dependent on experience. 

How to apply: Please apply only if you have CS leadership experience. Send resume and cover letter to recruiting@fieldflo.com as we will not be reviewing submissions via LinkedIn.