Senior Customer Success Manager

Overview

At Breadcrumb, we’re a trusted partner to construction teams. We help people on-site and in the office stay connected, compliant and confident, without adding complexity or admin for admin’s sake.

As a Senior Customer Success Manager
, you’ll own and grow relationships with some of our most complex and high-impact customers across the US. You’ll lead from the front: setting the standard for customer partnership, commercial outcomes and how we show up for the construction industry every day.

This is a senior individual contributor role. You won’t just manage accounts, you’ll shape strategy, influence outcomes, and help lift the bar for Customer Success at Breadcrumb.

Location: San Francisco

Working Type: Hybrid

Team: Customer Experience

Reports to: VP Sales (Jasper)

• 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 Hub Spot.
• 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.

• 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.

• We’re an ambitious, high-performing team-building technology that makes a difference.
• You will have the opportunity to truly own your craft with autonomy.
• Make a visible impact - as the US is a new market for us, there is an opportunity to make your mark on our CS processes, people and success there.
• The genuine opportunity to thrive personally and professionally in a supportive, collaborative environment that values balance and wellbeing.
• We invest in our teams’ well-being and professional development with support that includes paid mental health days off, an EAP, and annual individual professional and personal growth funding.
• Flexibility to work remotely.
• A culture that values curiosity, innovation, and doing great work together to achieve collective success.

Additional benefits include a Bonus of 10% if the company hits targets, ESOP, Medical Benefits, and 4 weeks PTO.