Senior Customer Success Manager
SubBase · Real estate & construction
On-site in Fort Lauderdale, FL
CSMStartup2 insiders to talk to
Still open · posted 3 months ago
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Customer success$120k–$140k base
Opens the job on Bobyard's own careers site. Some companies ask you to create an account or click through another page first.
At a glance
What you'd actually do: Own a book of the largest construction software accounts through renewal and expansion, run QBRs, and mentor newer CSMs.
Pay
$120k–$140k base
$120k-$140k salary per ATS; commission and bonus offered, plus equity
Where you work
On-site in San Francisco
Selling to
construction contractors
How you'd sell
Mostly outbound (cold calls, emails)
Experience asked
5+ years
Tools you'll use
Zapier
Your game plan for this job
0 of 5 doneMost people just hit Apply. Do these first and you show up with someone on the inside.
- 1Pick 2–3 people at BobyardWe found 38 current reps: 9 SDRs, 22 AEs. SDRs reply the most; they were in your shoes recently. See them ↓
- 2Send a short, curious noteAsk about their experience, not for a referral. We write it for you, with the role and what Bobyard sells.
- 3Have a 15-minute chatGood questions for this role:
- What does a normal day look like for you?
- How did you land the job? What stood out in your interviews?
- The role is mostly outbound. How much is calling vs. email vs. LinkedIn?
- The posting mentions Zapier. How much of your day is in those tools?
- 4Apply, ideally with a referralIf the chat went well, ask if they'd refer you or point you to the hiring manager. Then apply and let them know so they can flag it.
- 5Prep for the role playSDR interviews almost always end in a mock cold call. Practice with the Bobyard cheat sheet and the role-play guide.
Talk to someone at Bobyard before you apply
A friendly message to a current rep is the best way to stand out. Ask about their experience, not for a referral.
Full job description
Position Overview
Your top priority is making sure our largest and most complex customers achieve the outcomes they came to us for, and helping shape how Bobyard does customer success as we scale.
To do that, you will:
Own a book of strategic accounts end to end, from defining success criteria and leading onboarding through renewal and expansion
Build executive-level relationships and drive measurable ROI that turns customers into long-term partners
Own retention and expansion targets, identifying and closing upsell opportunities alongside sales
Be the voice of the customer internally: synthesize feedback into clear priorities for product and engineering, and lead beta programs and launch validation
Design and scale CS playbooks, health scoring, onboarding frameworks, and support workflows the rest of the team will run on
Source and drive testimonials, case studies, and references from your accounts
Mentor newer CSMs and help set the bar for the function
Desired Attributes
5+ years in customer success, account management, or implementation at a B2B SaaS company, ideally with technical or vertical software
Proven track record owning renewals and expansion revenue
Kind, humble, relentless, focused
Technically fluent, able to teach a technical product and troubleshoot alongside customers
Quick to learn product and industry context; construction, AEC, or estimating experience is a strong plus
Confident presenting to customer executives and internal leadership (business cases, QBRs, renewal strategy)
Has built CS processes from scratch before and knows what breaks at scale
Strategic and creative, able to zoom out and rethink how we approach problems
Bonus: experience with Zapier, CRM automations, or agents in a CS/support function
A note on pace
We ship weekly, and priorities move as we learn from customers. Requirements are often incomplete when work starts, and you'll be expected to shape them. If that pace excites you, you'll fit in well.
Benefits
Competitive salary plus equity options
Health, dental, and vision coverage
Catered lunch in the office
$70 a month toward your commute
Team happy hours and events
Build a category-defining company with a small, driven team
Comp Philosophy
Cash for stability. Bonus for performance. Equity for ownership. Your package reflects your role, your experience, and what you deliver.
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