Breadcrumb
construction
SeniorCustomerSuccessManager
“Senior Customer Success Manager at Breadcrumb. Skills: Own a portfolio of high-value, complex customers, Build trusted, senior relationships with customer stakeholders, Lead customer strategy, articulate the value Breadcrumb delivers, Proactively monitor customer health and performance metrics, Act as a senior customer advocate internally, Guide customers through change, Identify high-impact customer stories, case studies and referrals. Own a portfolio of high-value, complex customers, accountab”
What You'll Achieve.
accountable for implementation, retention, expansion and long-term impact; setting the standard for customer partnership, commercial outcomes; hitting retention and expansion targets
Industry & Context.
problem-solving skills - you can break down complexity and turn it into clear, practical action
Travel occasionally to customer sites and interstate, getting boots on the ground when it matters
What They're Looking For.
Must Have
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 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, problem-solving skills, Comfort working cross-functionally with Sales, Product and Support in a fast-moving environment, A grounded, direct communication style
Nice to Have
experience working with construction, property, infrastructure or compliance-focused customers
What You'll Do.
Own a portfolio of high-value
accountable for implementation
expansion and long-term impact
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
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
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
calm and ownership to complex issues
How You'll Work.
Team & Collaboration
Comfort working cross-functionally with Sales, Product and Support in a fast-moving environment; Act as a senior customer advocate internally, influencing Product, Support and Sales to improve outcomes for customers and the wider market
Communication Scope
Confidence leading senior stakeholder conversations; A grounded, direct communication style - credible with construction leaders and aligned with Breadcrumb’s values
Process & Methodology
success plans, SaaS implementations
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