About this role
Position Overview Your top priority is making sure our largest and most complex customers achieve the outcomes they came to us for, and helping shape how Bobyard does customer success as we scale.
To do that, you will:
Own a book of strategic accounts end to end, from defining success criteria and leading onboarding through renewal and expansion
Build executive-level relationships and drive measurable ROI that turns customers into long-term partners
Own retention and expansion targets, identifying and closing upsell opportunities alongside sales
Be the voice of the customer internally: synthesize feedback into clear priorities for product and engineering, and lead beta programs and launch validation
Design and scale CS playbooks, health scoring, onboarding frameworks, and support workflows the rest of the team will run on
Source and drive testimonials, case studies, and references from your accounts
Mentor newer CSMs and help set the bar for the function
Desired Attributes
5+ years in customer success, account management, or implementation at a B2B SaaS company, ideally with technical or vertical software
Proven track record owning renewals and expansion revenue
Kind, humble, relentless, focused
Technically fluent, able to teach a technical product and troubleshoot alongside customers
Quick to learn product and industry context; construction, AEC, or estimating experience is a strong plus
Confident presenting to customer executives and internal leadership (business cases, QBRs, renewal strategy)
Has built CS processes from scratch before and knows what breaks at scale
Strategic and creative, able to zoom out and rethink how we approach problems
Bonus: experience with Zapier, CRM automations, or agents in a CS/support function
Benefits
Competitive salary: $120,000K–$140,000K base + commission & bonus
Work closely with sales, product, design, and engineering
Opportunity to shape the CS function's strategy, systems, and team as an early senior hire
This is a full-time, in-person role in SF. We think we have a strong product and a real opportunity in a large industry. If that's exciting to you, we'd love to talk.
Comp Philosophy
We are proud to offer competitive, top-of-market compensation because we want to celebrate the dedicated people who ship amazing work and drive our success. Our individual compensation is thoughtfully tailored based on your role, experience, and contributions, alongside performance-based rewards.