Breadcrumb · 12 hours ago
Senior Customer Success Manager
San Francisco, CA
Full-time
Hybrid
Senior Level
5+ years expBreadcrumb is a trusted partner to construction teams, helping them stay connected and compliant. As a Senior Customer Success Manager, you will own and grow relationships with complex customers, leading customer strategy and ensuring successful implementation and adoption of Breadcrumb's solutions.
ConstructionInformation TechnologySaaSSoftware
Responsibilities
Own a portfolio of high-value, complex customers, accountable for implementation, retention, expansion and long-term impact
Build trusted, senior relationships with customer stakeholders - from site leaders to executives - to deeply understand their business goals, risks and operating environment
Lead customer strategy, including success plans, commercial conversations, renewals and expansion opportunities
Clearly articulate the value Breadcrumb delivers, tying product usage and outcomes back to customer objectives, safety, compliance and efficiency
Proactively monitor customer health and performance metrics, using data to identify risk, unlock growth and guide best-practice adoption
Act as a senior customer advocate internally, influencing Product, Support and Sales to improve outcomes for customers and the wider market
Guide customers through change, supporting complex SaaS implementations and driving meaningful adoption across site-based teams
Identify high-impact customer stories, case studies and referrals that showcase real-world results
Maintain accurate account, activity and forecasting records in HubSpot
Support escalations when needed, bringing clarity, calm and ownership to complex issues
Travel occasionally to customer sites and interstate, getting boots on the ground when it matters
Qualification
Required
5+ years' experience in Customer Success, Account Management or a similar customer-facing role within SaaS or technology-led businesses
Proven experience owning and growing complex, high-value customer relationships
A strong commercial mindset, with a track record of hitting retention and expansion targets
Confidence leading senior stakeholder conversations, including negotiation and objection handling
Experience implementing SaaS products and supporting customers through operational and behavioural change
Strong problem-solving skills - you can break down complexity and turn it into clear, practical action
Comfort working cross-functionally with Sales, Product and Support in a fast-moving environment
A grounded, direct communication style - credible with construction leaders and aligned with Breadcrumb's values
Preferred
Bonus: experience working with construction, property, infrastructure or compliance-focused customers
Benefits
Bonus of 10% if the company hits their targets
ESOP
Medical Benefits
4 weeks PTO
Company
Breadcrumb
SaaS jobsite safety and visiblity, built for construction.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$3.32MKey Investors
Five V Capital1BC founding team
2024-06-28Seed· $2.67M
2023-09-01Debt Financing· $0.16M
2023-01-08Convertible Note· $0.14M
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