Senior Customer Success Manager

🕒 May 20

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Breadcrumb

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

💰 $2.7M Seed on 2024-07

SaaS • B2B • Artificial Intelligence

Breadcrumb is a SaaS platform that provides construction-focused site management and safety software for contractors, subcontractors and site teams. It centralizes safety documents (SSSPs, SDS, SWMS, permits, JHAs), digital inductions and attendance tracking, credential management, and real-time site visibility, with two-way Procore integration. Breadcrumb also offers AI features to automate safety workflows and analytics, and is used by thousands of contractors worldwide.

📋 Description

• Own a portfolio of high-value, complex customers, accountable for implementation, retention, expansion and long-term impact. • Build trusted, senior relationships with customer stakeholders - from site leaders to executives - to deeply understand their business goals, risks and operating environment. • Lead customer strategy, including success plans, commercial conversations, renewals and expansion opportunities. • Clearly articulate the value Breadcrumb delivers, tying product usage and outcomes back to customer objectives, safety, compliance and efficiency. • Proactively monitor customer health and performance metrics, using data to identify risk, unlock growth and guide best-practice adoption. • Act as a senior customer advocate internally, influencing Product, Support and Sales to improve outcomes for customers and the wider market. • Guide customers through change, supporting complex SaaS implementations and driving meaningful adoption across site-based teams. • Identify high-impact customer stories, case studies and referrals that showcase real-world results. • Maintain accurate account, activity and forecasting records in HubSpot. • Support escalations when needed, bringing clarity, calm and ownership to complex issues. • Travel occasionally to customer sites and interstate, getting boots on the ground when it matters.

🎯 Requirements

• 5+ years’ experience in Customer Success, Account Management or a similar customer-facing role within SaaS or technology-led businesses. • Proven experience owning and growing complex, high-value customer relationships. • A strong commercial mindset, with a track record of hitting retention and expansion targets. • Confidence leading senior stakeholder conversations, including negotiation and objection handling. • Experience implementing SaaS products and supporting customers through operational and behavioural change. • Strong problem-solving skills - you can break down complexity and turn it into clear, practical action. • Comfort working cross-functionally with Sales, Product and Support in a fast-moving environment. • A grounded, direct communication style - credible with construction leaders and aligned with Breadcrumb’s values. • Bonus: experience working with construction, property, infrastructure or compliance-focused customers.

🏖️ Benefits

• Structured training, playbooks, and support to help you build confidence quickly. • Real exposure to customers, data, and cross-functional teams from day one. • A team that genuinely cares about learning, feedback, and doing great work together. • Clear pathways to grow into Customer Success Manager or other SaaS roles over time. • We invest in our teams’ wellbeing and professional development with support that includes paid mental health days off, an EAP, annual individual professional and personal growth funding. • Flexibility to work hybrid. • A culture that values curiosity, innovation, and doing great work together to achieve collective success.