FieldFlō · 3 days ago
Director of Customer Success
Denver, CO
Full-time
Onsite
Lead/Staff, Director/Executive
$150K/yr - $185K/yr
5+ years expFieldFlō is a management platform designed for specialty subcontractors in construction and field services. They are seeking a Director of Customer Success to lead a high-performing team focused on customer adoption, retention, and expansion, while driving strategic initiatives and operational excellence.
ConstructionInformation TechnologySoftware
No H1B
Responsibilities
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
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
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
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
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
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
Qualification
Required
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
Preferred
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
Benefits
Option to enroll in health/dental/vision insurance
Monthly internet/cell-phone stipend
Paid U.S. holidays and PTO
Company
FieldFlō
Built by environmental demolition contractors, FieldFlō is a comprehensive project management software developed for subcontractors to run their business from a single interface.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$35MKey Investors
Mainsail Partners
2025-10-24Private Equity· $35M
Leadership Team
R
Roni Szigeti
Founder and CEO
Recent News
thesaasnews.com
2025-10-28
vcnewsdaily.com
2025-10-25
Company data provided by crunchbase