Head of Customer Success – SaaS | Construction Tech

Location: Gold Coast/Brisbane, Melbourne or Sydney
Salary: Competitive + Bonus (Negotiable based on experience)

• Be the owner of the CS function for a high-growth SaaS startup.
• Lead a team of 3 and implement the full Customer Success framework.
• Stand as the first point of contact for tier 1 enterprise clients.
• Leverage your experience with construction/construction management software. *must have
  
• Career defining opportunity as the company expands and breaks into new markets

About the Company

The company is a high-growth SaaS company delivering digital transformation to the construction industry. Our platform is built for forward-thinking builders, contractors, and developers who want to streamline workflows, improve site visibility, and drive smarter project outcomes. As we continue to scale, we're looking for a Head of Customer Success to take our client experience to the next level and build out a world-class CS function.

About the Role

This is a foundational leadership role with a clear mandate: design and implement the entire customer success framework from onboarding through to retention and upsell. You'll manage a small team (3 CSMs to start), lead strategic initiatives, and serve as the primary contact for our most valuable enterprise clients.

We’re looking for someone who can blend operational rigour with a deep understanding of the construction industry, and who knows how to drive outcomes with both people and process.

Key Responsibilities

Build and implement scalable CS frameworks, including onboarding, support, retention and upsell programs.

Develop tiered onboarding processes and SOPs to support different customer segments and contract values.

Create and manage metrics-driven tracking systems to monitor customer health and onboarding progress.

Lead, mentor and grow a high-performing team of CSMs (starting with 3 direct reports).

Serve as the senior point of contact for strategic accounts, driving adoption and long-term success.

Collaborate closely with Product and Sales to relay feature requests, improve handover processes, and drive upsell opportunities.

Establish and optimise CS workflows aligned to the construction project lifecycle.

Use data-driven insights to drive CS strategy and increase net revenue retention.

Champion a customer-first culture while balancing commercial outcomes and operational efficiency.

What We’re Looking For

Proven experience in a Head of Customer Success, CS Lead or similar role in a B2B SaaS environment.

Strong knowledge of the construction industry and associated workflows.

Demonstrated ability to build CS frameworks, SOPs, and onboarding systems from the ground up.

Strong analytics skills and the ability to translate customer data into action.

Experience leading and growing high-performing teams, with a track record of scaling operations.

Excellent communication skills, both written and verbal.

Comfortable working cross-functionally with sales, product and implementation teams.

Highly organised with exceptional attention to detail.

Why Join Us?

Be a key player in a scaling SaaS company solving real-world problems in the construction space.

Ownership and autonomy to build the CS function your way.

Work closely with the founding team and have a direct impact on strategy.

Strong company culture with a focus on innovation, execution, and customer success.

Career-defining opportunity as we expand into new markets and grow our customer base.

Application Process:

Even if you don't match all the criteria, you may be perfect for this role.

If you think that you are the person for the job, apply and contact Cameron Morgan via LinkedIn. Be ready, we may send you a quick request for a short video response to expedite the process and get you directly in-front of the hiring manager

This role is to be filled by Pointer, it is not for Pointer. The successful candidate will also receive 12 months of ongoing training and support, including advanced training programs and access to communities for professional growth - All of which is provided by Pointer in addition to internal programs.