Construction Success Team Manager

Who we’re looking for

Fieldwire is seeking a Team Manager on the Customer Success (aka Construction Success) team to lead a diverse, high-performing organization spanning Strategic, Mid-Market, and Australia-based CSMs. At Fieldwire, we call our Customer Success team the Construction Success Team to reflect our deep connection to the construction industry and our commitment to helping contractors, owners, and project teams succeed. We are trusted partners who understand the realities of the jobsite and work alongside our customers to drive successful project outcomes. This role is responsible for driving customer outcomes, operational excellence, team development, and strategic execution across multiple segments and geographies.

Primary Responsibilities

• Lead and develop a team of Customer Success Managers across Strategic, Mid-Market, and Australian segments, driving consistent customer outcomes and operational excellence.
• Establish, monitor, and report on team OKRs, KPIs, retention goals, adoption metrics, and overall business performance.
• Partner on complex customer situations, executive escalations, and strategic account initiatives.
• Own the full employee lifecycle, including hiring, onboarding, performance reviews, talent development, and succession planning.
• Drive continuous improvement of Customer Success programs, processes, playbooks, and documentation.
• Lead cross-functional initiatives and collaborate closely with Sales, Solutions Engineering, Product, Support, Marketing, and Operations teams.
• Influence company strategy by representing the voice of the customer and advocating for customer success outcomes.
• Foster a culture of accountability, collaboration, innovation, and a strong "One Team" mentality across the organization.

What We're Looking For

• 6+ years of professional experience in Customer Success, Account Management, Consulting, SaaS, Construction Technology, or related customer-facing roles.
• 2+ years of people management experience, including leadership of senior individual contributors, or multi-segment teams.
• Experience with Fieldwire, construction workflows, or customer success leadership in the construction tech industry is strongly preferred.
• Proven success leading high-performing teams and driving measurable business outcomes in a fast-paced environment.
• Experience managing geographically distributed teams and supporting multiple customer segments.
• Strong coaching, mentoring, and talent development skills with a track record of building and developing successful teams.
• Exceptional communication, presentation, and cross-functional leadership skills.
• Strong operational rigor, project management capabilities, and data-driven decision-making skills.
• Ability to thrive in ambiguity while balancing competing priorities and business objectives.
• High degree of ownership, accountability, empathy, and customer-centric thinking.