RapidWorks is looking for an exceptional Customer Success Leader to drive customer adoption, retention, and growth. In this role, you’ll own relationships with strategic customers, lead a small team of Customer Success Managers (CSMs), and shape the future of our customer success programs.
This is an exciting opportunity to make a measurable impact in a high-growth company while collaborating across teams to ensure customer and business success.
RapidWorks is the leading construction tech SaaS solution for resource planning for heavy equipment subcontractors in the $1.8 trillion construction industry. Founded by experts in construction and heavy equipment fleet management, Rapid’s products help subcontractors manage and optimize their businesses with simplified scheduling and dispatching, mobile workforce monitoring and ticketing, invoicing and collections, and performance tracking.
With headquarters in the US, and customers across 3 continents, Rapid helps hundreds of subcontractors transform their businesses to streamline their operations and increase profitability.
Key Responsibilities
- Lead & Coach: Manage and mentor a team of CSMs to deliver exceptional customer outcomes and drive product adoption.
- Strategic Success Plans: Build tailored success journeys, foster relationships with customer executives, and ensure alignment with business objectives.
- Customer Advocacy: Act as the voice of the customer, providing feedback to Sales, Product, and Development teams to improve the customer experience.
- Drive Metrics: Own NPS, retention, health scores, and upsell opportunities. Proactively address churn risks and create strategic solutions.
- Collaborate & Innovate: Partner across teams to resolve customer challenges and introduce scalable success strategies.
Qualifications
- 5+ years in customer success or account management roles in SaaS, with leadership experience.
- Proven ability to build and manage executive-level relationships.
- Metrics-driven mindset with a track record of improving customer retention and satisfaction.
- Strong communicator, collaborator, and team builder.
- Strategic thinker with a hands-on approach to solving challenges.