Director, Customer Success
4 days ago
Houston
Job Description Preferably located in Lehi, Utah or Austin/Houston, TX. The Director of Customer Success will lead Sitemetric’s post-sales customer lifecycle—driving adoption, ensuring value realization, and building long-term strategic partnerships. This role blends customer advocacy, program leadership, and team management to ensure that every Sitemetric customer achieves measurable success. The ideal candidate brings a proven record of scaling customer success functions, fostering executive relationships, and creating programs that reduce churn and expand revenue opportunities. You'll be responsible for creating deployment experiences that reflect our "boots on the ground" philosophy—combining cutting-edge sensor technologies with the hands-on, practical approach that construction professionals expect. This role requires a proven leader who can establish comprehensive field service capabilities from the ground up, including IoT deployment strategies, enterprise implementation programs, and technology optimization initiatives tailored to the unique demands of construction and industrial environments. About Sitemetric At Sitemetric, we turn technology into services that transform how the world is built. This enables our customers to lead the change in critical areas of construction operations: workforce, safety, security, reporting, communications, logistics, and more. We work closely with owners, general contractors, subcontractors, and construction workers to customize offerings to their needs, including digital onboarding, smart badging, real-time location systems, messaging and mass texting, integrated turnstiles, real-time reporting, emergency mustering, and more. We currently serve as trusted partner to a growing number of the US’s largest, most forward-looking owners and contractors, working with them to ensure what we offer meets their evolving needs, with thousands of companies and workers already on the Sitemetric platform. Together, we are leading the change in how the world is built. About the Role As the Director of Customer Success, you will own the customer journey from onboarding through renewal and expansion. You will lead a high-performing team of Customer Success Managers (CSMs) and program specialists, developing strategies that maximize adoption, satisfaction, and long-term retention. You will collaborate with Sales, Product, and Field Services to ensure a seamless handoff from pre-sales, accelerate time to value, and turn customers into advocates. This role requires an empathetic leader who balances customer advocacy with business impact—building strong executive relationships while driving measurable outcomes that align with Sitemetric’s growth strategy. Key Responsibilities This position reports to the VP, Customer Success and works across the entire organization and includes the following responsibilities: Team Management & Leadership • Hire, coach, and scale a team of CSMs across multiple regions., • Conduct one-on-ones, performance reviews, and professional development sessions., • Foster a high-performing, customer-obsessed culture that prioritizes ownership and responsiveness, • Serve as executive sponsor for strategic accounts, partnering with C-suite stakeholders., • Drive customer adoption through tailored success plans and measurable KPIs., • Define and optimize the customer success framework, including onboarding, adoption, renewal, and expansion programs., • Develop playbooks and scalable processes that deliver consistent experiences across all customers., • Act as the primary post-sales contact for customers, from C-level executives to IT and operations leaders., • Build strong, long-term relationships with customers and partners, ensuring confidence in Sitemetric’s technology and services., • Deliver post Go-Live training sessions to customers and partners on how to best use Sitemetric and partner solutions., • Develop educational resources and documentation that drive product adoption., • Work closely with Customer Support to ensure resolution on open tickets., • Passion for customer advocacy and the ability to translate customer needs into actionable programs., • Experience building and scaling customer success teams in SaaS or technology-driven industries., • Strong executive presence and ability to influence at the highest levels., • Analytical mindset with ability to measure, report, and improve key success outcomes., • 8+ years of customer success, account management, or related leadership roles in SaaS, IoT, or enterprise technology., • Track record of leading and scaling customer success organizations., • Experience with construction technology, workforce management, or security platforms preferred., • Strong business acumen and ability to link technology to measurable customer ROI., • Excellent communication and relationship-building skills across executives, IT, and operations., • Familiarity with customer success tools, CRM platforms, and health scoring methodologies. As part of the Sitemetric team, you'll receive: • Competitive pay based on experience and qualifications, • Health, dental and vision insurance for full time employees, • 401(k) eligibility, • Eligible for discretionary bonus, based upon individual, team, and company-wide performance., • Accrued paid sick leave for all employee, • Flexible paid time off, • Employee referral bonus plan includes $50 for each referred candidate that completes a minimum of three (3) consecutive calendar months of service with Sitemetric. Referring Employee must be active at the time of payment. Note that bonus payments will be subject to applicable taxes., • Opportunities for career growth and professional development, • Supportive team culture that values clarity, reliability, and high performance The base pay for this position ranges from $150,000 to $185,000 per year. Pay is based on a number of factors including market location and jobsite upon which work is being performed, and may vary depending on job-related knowledge, skills, credentials, and experience. How to Apply Interested individuals should apply on Sitemetric.com/careers. Sitemetric accepts applications on an ongoing basis. Sitemetric is proud to be an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.