Head of Customer Success

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About Siteline

Siteline is a Series A SaaS startup in the construction space. We're a team of 25 full-time employees who live and work remotely across the US, with a small in-person office in San Francisco.

What problems we are solving

We’re on a mission to modernize finance for construction, an industry that employs 1 out of every 10 workers, but lacks good software tools to get the job done. Payments in construction are fundamentally broken — the antiquated billing process hasn’t evolved in decades, and construction is one of the slowest industries to get paid in. We’ve found a unique wedge into this huge market and are growing quickly.

Why we are building this

Millions of hardworking people are affected by this broken system — in turn making construction more expensive and inefficient for society every year. When everyone up and down the chain is on the same page with payments, contractors can focus on building instead of mountains of paperwork. We’re reimagining construction finance to help contractors get paid, grow their business, and build a better future for all of us.

The Role

Siteline is looking for a Head of Customer Success to join the team. As a key leader, you’ll set strategy and build processes and tools for scale. Our Customer Success team is responsible for the entire post-sale customer lifecycle from onboarding, adoption, and support to retention and renewals. You’ll steer the vision and direction of the department to ensure a positive experience for all customers. This position can be Remote (if outside of San Francisco) or Hybrid (3 to 4 days / week in the San Francisco office).

What you’ll do

• Manage the Customer Success team as they engage with customers, build relationships, drive adoption, and manage renewals.
• Coach a high-performing team of Account Managers, Onboarding Managers, and Support / Integration Specialists.
• Own the entire post-sale customer lifecycle including onboarding, adoption, support and technical ticketing, and retention.
• Develop strategy, process improvements, and tooling for continued growth and efficiency.
• Develop and measure key team metrics including adoption and engagement, and report regularly to leadership.
• Collaborate with Product, Sales, Marketing, and Engineering to ensure the voice of the customer is represented in strategic decisions.

What we’re looking for

Bonus points

What we offer

Company values

Move Quickly, Together; Reach for the Sky; Run Lean; Be the Steel; Build Our Fanbase; Shoot Straight. We value transparency, collaboration, and integrity, and we encourage applicants from diverse backgrounds.

We do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Join us!

Note : This description reflects the role’s responsibilities and qualifications; it is not a job posting for a specific date and may be updated.

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