The construction industry is facing a severe labor shortage. The industry is at an inflection point where they must reimagine talent and modernize their people strategy. Bridgit is the category leader for workforce planning and working with the largest and most sophisticated US general contractors. Although we have continued to gain traction since launching in 2019, there is significant opportunity ahead as we continue to innovate and broaden our offering.
The VP, Customer will be a critical member of our leadership team, responsible for defining and executing on our strategy to drive customer satisfaction, retention, and growth. This role will oversee all customer-facing functions, including Customer Success and Onboarding, ensuring a seamless and exceptional experience throughout the entire customer journey. The ideal candidate is a strategic leader with a proven track record of building and scaling customer-centric organizations within an enterprise B2B SaaS environment.
Key Responsibilities
Strategic Leadership & Vision:
Develop and implement a comprehensive customer plan aligned with the company's overall strategy and business objectives.
Drive key customer success metrics (e.g., Net Revenue Retention (NRR), churn rate, NPS, health score) and provide regular reporting to the CEO.
Advocate for customer needs and influencing product roadmap and company strategy.
Team Leadership & Development:
Lead, mentor, and grow a high-performing team across Customer Success and Onboarding
Foster a culture of customer delight, accountability, continuous improvement, and professional development within the customer organization.
Attract, hire, and retain top talent to scale the team effectively with company growth.
Anticipate needs for capacity and capability required on the team within the context of the forecast and budgetary constraints
Customer Success & Retention:
Optimize the customer journey from onboarding through ongoing engagement, renewal, and expansion.
Implement proactive and scalable strategies to identify and mitigate churn risks, ensuring high levels of customer health and satisfaction.
Drive product adoption and value realization through effective customer success methodologies and enablement.
Drive new business growth through greater advocacy and reference-ability
Define segmentation of customer base and varying strategies
Professional Services & Onboarding:
Lead the Professional Services function to deliver successful implementations and integrations, ensuring customers achieve quick time-to-value.
Develop and standardize professional services offerings, methodologies, and pricing models to scale efficiently.
Ensure robust onboarding programs are in place to set new customers up for long-term success.
Cross-Functional Collaboration:
Work closely with Sales to ensure smooth customer handoffs, align on customer acquisition strategies, and identify upsell/cross-sell opportunities.
Collaborate with Product and Engineering teams to relay customer feedback, influence product development, and ensure product enhancements meet customer needs.
Partner with Marketing to develop customer advocacy programs, case studies, and testimonials.
Create company-wide culture of Customer Success
Align with Finance around measurement and forecasting
Align with Executive Team around key metrics and objectives
Operational Excellence:
Leverage technology (CRM, CS platforms, support tools) to enhance efficiency and effectiveness across customer functions.
Establish and refine playbooks, processes, and tools to standardize and scale customer operations.
Qualifications
Bachelor's degree in Business, Marketing, Computer Science, or a related field; MBA or advanced degree is a plus.
Minimum of 10+ years of progressive experience in customer-facing roles within a B2B SaaS environment, with at least 5+ years in a senior leadership position (e.g., VP, Head of Customer Success, Senior Director). Experience with mid-market and enterprise accounts.
Proven track record of building, leading, and scaling Customer Success, Support, and/or Professional Services teams in an enterprise SaaS company.
Demonstrated success in improving customer satisfaction, reducing churn, and driving revenue growth through customer engagement strategies.
Strong understanding of SaaS business models, metrics, and best practices.
Experience with relevant technologies (e.g., Salesforce, Pylon etc.)
Bonus: Career experience as a management consultant prior to enterprise saas
Skills & Competencies
Strategic Vision: Ability to think strategically and translate vision into actionable plans and measurable results.
Leadership & Coaching: Exceptional leadership skills with a proven ability to inspire, motivate, and develop high-performing teams.
Customer Obsession: Deep commitment to understanding and solving customer problems, with a proactive approach to customer success.
Analytical Acumen: Strong data analysis skills, capable of deriving insights from customer data to inform decision-making.
Communication: Excellent verbal and written communication, presentation, and negotiation skills.
Collaboration: Highly collaborative and able to build strong relationships cross-functionally within the organization.
Problem-Solving: Strong problem-solving abilities, able to navigate complex customer issues and internal challenges.
Adaptability: Ability to thrive and lead in a fast-paced, evolving startup/growth environment.
