VP Customer Success

About Buildots



Buildots is transforming construction management through AI-driven progress tracking and data-powered decision-making. We partner with leading contractors and developers worldwide to bring visibility, predictability, and accountability to complex construction projects.

Our customers deliver some of the world’s most complex construction programs, ranging from large residential developments and commercial offices to industrial and mission-critical facilities such as data centers, and semiconductor fabs.

The Role



We are looking for a strategic and execution-driven VP Customer Success to lead and scale our global Customer Success organization.

This senior leadership role is responsible for ensuring the success, health, and expansion readiness of Buildots’ global customer portfolio, while building a scalable Customer Success model that supports enterprise growth.

The core mandate of the role is to:

• Ensure the success and health of the global customer portfolio, with a clear focus on measurable project outcomes and value realization
• Develop and operationalize a scalable, repeatable Customer Success playbook tailored to different customer and project types
• Drive platform Adoption across the customer portfolio - ensuring customers actively use Buildots in their day-to-day workflows, with clear ownership of engagement metrics (active users, feature penetration), and establishing adoption as the prerequisite for measurable value realization
• Optimize the path from successful delivery to expansion and long-term partnerships
• Serve as the second level of executive escalation for strategic customers
• Operate both strategically and hands-on, remaining close to customers and field realities
• Lead globally distributed Customer Success teams and ensure consistent performance across regions

This leader will play a key role in shaping how Buildots scales Customer Success globally while maintaining the operational rigor required to support enterprise construction customers.

Key Responsibilities



Customer Outcomes & Portfolio Health: Ensure successful deployment and measurable value realization across the global customer portfolio. Drive strong portfolio health metrics, reduce early-stage project risk, shorten time-to-value, and ensure successful delivery becomes the foundation for renewals and expansion.

Customer Success Playbook & Journey: Build and operationalize a scalable, repeatable Customer Success model. Define and refine Buildots’ Project Journey, ensure consistency across regions and project types, and establish governance structures.

Strategic Accounts & Executive Relationships: Support the success and growth of Buildots’ most strategic customers. Build trusted relationships with senior stakeholders, act as an executive sponsor for key accounts, and guide conversations around adoption, value realization, and long-term partnership.

Escalation Leadership: Serve as the second-level escalation point for complex customer situations. Lead resolution of high-impact issues, coordinate cross-functional response across Product, Delivery, and Commercial teams, and protect long-term customer relationships.

Cross-Functional Alignment: Ensure Customer Success operates as a central partner across the organization. Work closely with Product, Operations, Sales, and Account Management to surface structural gaps, align delivery realities with commercial commitments, and strengthen feedback loops between field execution and product development.

Global Team Leadership: Lead and scale a distributed global Customer Success organization. Develop regional leaders, build a performance-driven culture, and establish clear operating rhythms, metrics, and capacity planning aligned with company growth.

Reports to: Chief Customer Officer

Requirements



We are looking for a leader who combines enterprise Customer Success expertise with operational discipline, leadership presence, and credibility in the construction ecosystem.

You likely bring:

• 10+ years of experience in Customer Success, Delivery, or Customer Operations leadership
• 5+ years of hands-on experience working with construction projects, either through direct project management/execution roles or through leading the implementation and adoption of technology solutions within active construction projects
• Proven experience leading global, multi-regional Customer Success or Professional Services teams
• A strong track record of scaling Customer Success in enterprise B2B SaaS environments
• Experience from a single-product or platform SaaS company, with deep product intuition and familiarity with driving adoption metrics (MAUs, WAUs, feature penetration) — a significant advantage

Additional qualities include:



• Strong executive presence and the ability to build trusted relationships with senior customer stakeholders
• The ability to operate both strategically and hands-on during periods of rapid growth
• Experience managing complex enterprise accounts and high-stakes escalations
• Commercial awareness and understanding of margin, cost-to-serve, and expansion dynamics
• Experience leading large, distributed teams in a remote environment
• Operational discipline with a strong focus on metrics, accountability, and performance management

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