Job Specifications
How to apply: Please apply only if you have CS SaaS leadership experience.Send resume and cover letter to recruiting@fieldflo.com as we will not be reviewing submissions via LinkedIn.
About FieldFlō
FieldFlō is the management platform purpose-built for specialty subcontractors in construction and field services. We help contractors streamline operations, strengthen safety and compliance, and gain real-time project visibility—so they can deliver exceptional work with less friction. Our customers are the heartbeat of everything we do, and we’re scaling fast.
We’re looking for a Director of Customer Success to lead a high-performing, customer-obsessed CS organization that drives adoption, retention, and expansion.
The Role
As Director of Customer Success, you will own the strategy and execution of FieldFlō’s post-sales customer lifecycle. You’ll lead a growing team of CSMs across onboarding and ongoing success, build scalable systems, and partner cross-functionally to deliver meaningful customer outcomes. This role is ideal for a SaaS CS leader who thrives in a fast-moving environment and loves building teams and programs that scale.
What You’ll Do
Strategic Alignment & Customer Outcomes
· 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.
Operational Excellence & Scalable Systems
· 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.
Team Leadership & Development
· 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.
Cross-Functional Collaboration
· 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.
Customer Engagement & Advocacy
· 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.
Business Impact
· 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.
Skills You’ll Need to Bring
· 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 clari
About the Company
Built by environmental demolition contractors, FieldFlō is a comprehensive project management software developed for subcontractors to run their business from a single interface. This offers peace of mind and the freedom to concentrate on what is most important: Your bids, customers, and company success. Spend less time worrying about the tedious and redundant tasks that cause so many issues and heartache in our industry. For example, we have created a platform to solve the issues surrounding time tracking, crew tracking, sa...
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