Construction Success Team Manager

Overview

Lead the Construction Success (Customer Success) team at Fieldwire, managing a diverse, high-performing organization spanning Strategic, Mid-Market, and Australia-based Customer Success Managers.

What you'll do

• Lead and develop a team of Customer Success Managers across Strategic, Mid-Market, and Australian segments, driving consistent customer outcomes and operational excellence.
• Establish, monitor, and report on team OKRs, KPIs, retention goals, adoption metrics, and overall business performance.
• Partner on complex customer situations, executive escalations, and strategic account initiatives.
• Own the full employee lifecycle, including hiring, onboarding, performance reviews, talent development, and succession planning.
• Drive continuous improvement of Customer Success programs, processes, playbooks, and documentation.
• Lead cross-functional initiatives and collaborate closely with Sales, Solutions Engineering, Product, Support, Marketing, and Operations teams.
• Influence company strategy by representing the voice of the customer and advocating for customer success outcomes.
• Foster a culture of accountability, collaboration, innovation, and a strong "One Team" mentality across the organization.

What you'll need

• 6+ years of professional experience in Customer Success, Account Management, Consulting, SaaS, Construction Technology, or related customer-facing roles.
• 2+ years of people management experience, including leadership of senior individual contributors, or multi-segment teams.
• Proven success leading high-performing teams and driving measurable business outcomes in a fast-paced environment.
• Experience managing geographically distributed teams and supporting multiple customer segments.
• Strong coaching, mentoring, and talent development skills with a track record of building and developing successful teams.
• Exceptional communication, presentation, and cross-functional leadership skills.
• Strong operational rigor, project management capabilities, and data-driven decision-making skills.
• Ability to thrive in ambiguity while balancing competing priorities and business objectives.
• High degree of ownership, accountability, empathy, and customer-centric thinking.

Nice to have

• Experience with Fieldwire, construction workflows, or customer success leadership in the construction tech industry.

Details

• Fully remote within the United States.
• Estimated pay range of $120,000 - $150,000 for US locations, with eligibility for a corporate bonus of up to 30%.