Senior Customer Success Manager

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. 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.

What you’ll do

• 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.

What you’ll bring

• 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.

Why You’ll Love Working With Us

• 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.

• We invest in our teams’ wellbeing and professional development with support that includes 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.

At Breadcrumb, we are committed to building an inclusive workplace that values diversity of thought and perspective, and reflects a wide range of experiences and ideas. We consider all qualified applicants based on merit, skills, and potential, without discrimination based on any legally protected attributes or status.