Director, Customer Success

Director, Customer Success

Remarcable is looking for a strategic and hands‑on leader to build and lead a high‑performing Customer Success organization at Remarcable.

As the Director of Customer Success you will drive adoption, retention, and expansion across our growing customer base of electrical contractors and distributors.

• Lead, mentor, and grow the Customer Success Manager (CSM) team to deliver exceptional client experiences, retention, and adoption results.
• Define and execute a scalable Customer Success framework — including onboarding, adoption, renewal, and expansion playbooks.
• Partner with the VP of Customer Experience and other leaders to shape customer strategy, performance metrics, and long‑term success outcomes.
• Implement and refine KPIs such as NRR (Net Revenue Retention), GRR (Gross Revenue Retention), and Customer Health Scores.
• Oversee proactive customer engagement programs that reduce churn and increase renewals.
• Establish processes to identify at‑risk accounts early and drive recovery plans.
• Partner with Sales to identify expansion and upsell opportunities that align with customer goals and product roadmap.
• Conduct executive business reviews (QBRs/EBRs) with strategic accounts to demonstrate ROI and align on future success.
• Develop and implement systems for tracking customer health, usage analytics, and feedback loops to improve adoption and retention.
• Partner with Product and Engineering teams to represent the “Voice of the Customer” and influence roadmap priorities.
• Collaborate with Technical Support to ensure seamless issue resolution and proactive communication with customers.
• Standardize customer onboarding, training, and support documentation in coordination with internal teams.
• Recruit, onboard, and develop top talent for the Customer Success team.
• Conduct regular 1:1s, set performance objectives, and provide career growth pathways.
• Create a culture of accountability, collaboration, and continuous improvement.
• Partner with Sales, Marketing, and Customer Support to ensure consistent customer messaging and handoffs.
• Work with Finance and Operations to ensure accurate forecasting of renewals and upsells.
• Collaborate with the Learning & Enablement team to develop resources that empower both customers and internal teams.

• 7+ years of experience in Customer Success, Account Management, or Client Services, with at least 3+ years in a leadership capacity.
• Proven success building and scaling Customer Success teams within a B2B SaaS environment; experience in construction tech, supply chain, or ERP‑integrated platforms preferred.
• Strong understanding of customer lifecycle management, retention strategies, and data‑driven decision‑making.
• Excellent leadership, coaching, and communication skills with the ability to inspire and motivate teams.
• Demonstrated success influencing cross‑functional initiatives across Product, Sales, and Engineering.
• Experience implementing Customer Success tools and CRMs (e.g., Salesforce, Gainsight, Hub Spot, Vitally, or similar).
• Strategic thinker with a bias for action — hands‑on, analytical, and passionate about customer outcomes.

• Full‑Time, Exempt
• Omaha, NE Onsite M‑F
• Travel:
  Up to 10–15% for customer visits and team events
• Performance Bonus
• Benefits include paid time off, medical, dental, vision, group life, short‑term disability (100% company paid), voluntary life, LTD, and 401(k) with company match.

Remarcable, Inc. is the leading cloud‑based procurement and tool management platform purpose‑built for the electrical contracting industry. Our mission is to help contractors and distributors streamline operations, improve communication, and gain visibility from requisition to reconciliation. We’re a growing, people‑first company with hubs in Omaha, Nebraska and Vancouver, BC, and a distributed team across North America.