Senior Customer Success Manager

Breadcrumb • San Francisco, CA

2d • Hybrid

About The Position

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 ANZ. 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 initially, however, we expect this role to transition to building a team. You won’t just manage accounts, you’ll shape strategy, influence outcomes, build scalable processes and help lift the bar for Customer Success at Breadcrumb.

Requirements

• 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.

Nice To Haves

• Experience working with construction, property, infrastructure or compliance-focused customers.

Responsibilities

• 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 HubSpot.
• 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.

Benefits

• Structured training, playbooks, and support to help you build confidence quickly.
• Real exposure to customers, data, and cross-functional teams from day one.
• A team that genuinely cares about learning, feedback, and doing great work together.
• Clear pathways to grow into Customer Success Manager or other SaaS roles over time.
• Paid mental health days off
• An EAP
• Annual individual professional and personal growth funding.
• Flexibility to work hybrid.
• A culture that values curiosity, innovation, and doing great work together to achieve collective success.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed