Buildern is the #1 Construction Management Platform that helps residential and commercial builders manage projects from estimating to financials in one place. Our platform gives construction teams the tools they need to plan, collaborate, and deliver projects with confidence.
We’re growing quickly and are looking for a Head of Customer Experience to lead and scale our Customer Success, Customer Support, and Customer Onboarding / Implementation functions. This role will own the end-to-end customer journey and build the teams, processes, and operating standards needed to deliver an exceptional experience as Buildern continues to grow.
The ideal candidate is a hands-on customer leader who combines strategic thinking with strong operational execution. This person will build scalable customer processes, develop high-performing teams, use data to drive decisions, and ensure customer insights influence both our product and company strategy.
What You'll Do
Lead Customer Experience Strategy & Operations
- Lead Buildern’s Customer Success, Customer Support, and Customer Onboarding / Implementation functions, owning the customer journey from onboarding through adoption, support, retention, and expansion
- Build and continuously improve scalable Customer Experience processes, workflows, operating standards, and escalation paths
- Define and track key Customer Experience metrics, including retention, churn, CSAT, NPS, SLAs, onboarding, adoption, and time-to-value
- Identify operational bottlenecks and leverage process improvements, automation, and AI to improve efficiency and scalability
Build & Lead High-Performing Customer Teams
- Hire, lead, coach, and develop Customer Experience team members and leaders, establishing clear roles, ownership, and performance expectations
- Build scalable Customer Success practices around customer health, proactive engagement, risk management, renewals, and expansion
- Optimize Customer Support and Onboarding operations, including SLAs, escalations, incident handling, knowledge management, and self-service
- Create the playbooks, documentation, and internal standards needed to deliver a consistent and high-quality customer experience
Drive Customer Success & Represent the Voice of the Customer
- Build strong relationships with key customers and lead strategic conversations and critical escalations when needed
- Partner closely with Product, Engineering, and QA to turn customer feedback, recurring issues, feature requests, and product gaps into actionable improvements
- Use customer feedback, health data, support trends, and product adoption insights to identify risks and opportunities to improve retention and customer experience
- Bring customer insights into company strategy, helping leadership understand customer needs, retention risks, market feedback, and growth opportunities
What You'll Bring
- 7+ years of experience in Customer Success, Customer Experience, Customer Support, or related customer-facing functions, preferably within B2B SaaS
- 3+ years of experience leading and developing customer-facing teams and managers
- Proven experience building or scaling Customer Success, Support, and/or Onboarding operations
- Strong understanding of the SaaS customer lifecycle, including onboarding, adoption, customer health, retention, renewals, and expansion
- Experience defining and managing Customer Experience metrics such as retention, churn, CSAT, NPS, SLAs, adoption, and time-to-value
- Strong operational and analytical skills, with experience using customer data and performance metrics to drive decisions and improvements
- Proven ability to build scalable processes, playbooks, workflows, and operating standards
- Excellent leadership, coaching, communication, and cross-functional collaboration skills
- Experience partnering closely with Product and Engineering and translating customer insights into actionable product improvements
- Hands-on, ownership-driven mindset with the ability to operate effectively in a fast-paced and evolving environment
Nice to Have
- Experience scaling Customer Experience operations in a high-growth SaaS startup or scale-up
- Experience with construction technology, ERP, accounting, project management, or other workflow-heavy B2B software
- Experience implementing automation and AI within Customer Success or Support operations
- Experience supporting customers across multiple regions and time zones
Success in This Role
Within the first 12 months, the Head of Customer Experience will have:
- Build a scalable Customer Experience operating model across Customer Success, Support, and Onboarding
- Establish clear ownership, processes, KPIs, and performance standards across the customer organization
- Improve visibility into customer health, adoption, satisfaction, retention, and operational performance
- Strengthen the connection between customer feedback and Product, Engineering, and QA
- Develop a high-performing Customer Experience team capable of supporting Buildern’s continued growth
Why Join Buildern?
Buildern is one of the fastest-growing construction technology companies, helping builders run better businesses through modern software.
As Head of Customer Experience, you’ll have significant ownership over how Buildern serves and grows with its customers. You’ll have the opportunity to build and scale the Customer Experience function, develop high-performing teams, influence product and company strategy, and directly impact customer retention, satisfaction, and long-term growth.
