Director, AECO Customer Success, Americas

Role Overview

As a Director of Customer Success, you will be an architect of our post-sales customer journey. You will lead a high-performing department dedicated to ensuring our construction customers achieve deep operational integration with our platform.

Your role is to transform Customer Success from a reactive support function into a proactive value-driver. You will be responsible for ensuring the overarching strategy and goals of Gross and Net Retention (GRR/NRR) and met. You will report directly to the VP of Customer Success and serve as a key member of the leadership team.

Key Responsibilities

• Strategic Leadership & Scaling: Support the design and execution of the long-term vision for the CS department. You will lead, hire, and mentor a team of Managers and CSMs, fostering a culture of high accountability, technical expertise, and construction-industry empathy.

• Lifecycle Ecosystem Mapping: Partner with the Professional Services/Onboarding and Customer Support team to proactively support the entire customer journey. Work to eliminate silos and support the high-stakes handoffs that ensure a seamless transition from "contract signed" to "product adopted."

• Executive Advocacy & Escalation: Serve as the executive sponsor for our most strategic, high-ARR accounts. You will step in as a peer-level collaborator for client C-Suites to resolve complex roadblocks and solidify long-term partnerships.

• Product Strategy Liaison: Act as the strategic "Voice of the Field" to the Product and Engineering leadership. You won't just pass on feedback; you will synthesize market trends and usage data to influence the product roadmap and ensure we are meeting the evolving needs of the construction industry.

• Operational Excellence: In collaboration with CX Ops, you will oversee the optimization of our tech stack (SFDC, Gainsight, etc.). You will define the health-scoring logic and playbooks that allow the team to intervene before churn risks manifest.

• Revenue Growth & Expansion Strategy: Partner with Sales leadership to turn the CS team into a sophisticated engine for expansion. You will oversee the strategy for QBRs and Executive Business Reviews (EBRs) that identify cross-sell/upsell opportunities through value-based selling.

Requirements

• Leadership Experience: 5–8+ years of experience in Customer Success or Account Management, with at least 3+ years in a senior leadership role (Manager of Managers or Director) within a SaaS environment.

• Financial & Operational Mastery: Deep expertise in managing a P&L and driving core SaaS metrics: NRR, GRR, LTV:CAC, and Expansion Revenue. You should be able to tell a story through data.

• Industry Expertise: Direct experience in Construction or Engineering is highly preferred. You must understand the nuances of project-based workflows and the personas of the construction office vs. the field.

• Systems Architecture: Advanced proficiency in CRM platforms (Salesforce) and CS Platforms (Gainsight, ChurnZero, or Totango). Experience implementing or migrating these tools is a plus.

• Executive Presence: Exceptional communication skills with the ability to command a room, whether it’s a boardroom of stakeholders or a trailer full of project managers.

• Education: Bachelor’s Degree in Business, Engineering, or a related field; MBA or advanced certification (PMP) is a significant advantage.

• Travel: Ability to travel (approx. 25%) to visit key accounts on-site and attend industry conferences.

Compensation:  Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, or federal law.

Hiring Range

Pay Rate Type

Bonus Eligible?

Commission Eligible?

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