[Remote] Customer Success Lead

Note: The job is a remote job and is open to candidates in USA. XYZ Reality is the creator of the world's first engineering-grade Augmented Reality solution for the construction industry. The Customer Success Lead will be responsible for owning client relationships, driving platform adoption, and building a high-performing Customer Success team to enhance client experiences.

Responsibilities

• Own the client relationship across your accounts — acting as the primary point of contact from onboarding through to long-term adoption, ensuring clients consistently feel the value of the XYZ platform and services
• Bridge the gap between field teams and client stakeholders — translating on-site performance and delivery data into meaningful conversations at every level, from site engineers to C-Suite
• Drive platform adoption and client engagement — identifying barriers, implementing structured improvement plans, and ensuring project teams are getting the maximum benefit from the XYZ service
• Build and grow a high-performing Customer Success team — developing individuals, establishing best practices, and creating a culture of client obsession as the function scales rapidly
• Partner with Commercial teams to support account retention and expansion — leveraging proven delivery performance and strong relationships to unlock growth within existing clients
• Feed client insight back into the business — translating real-world construction challenges and adoption patterns into actionable intelligence for Product, Operations, and Leadership teams

Skills

• 10+ years of hands-on construction delivery experience on major programmes (£/$/€100Ms to BNs) — Data Centre, Pharmaceutical, large infrastructure, or equivalent mission-critical environments
• Proven ability to operate credibly across all levels of a construction organisation — from boots-on-the-ground site teams to C-Suite directors — with the chameleon quality to be 'one of us' in any room
• Track record of senior client-facing work, including presenting to and influencing executive stakeholders, managing complex relationships, and driving measurable outcomes
• Genuine passion for improving the construction industry — not just professionally curious, but personally driven to be part of the change
• Deep construction knowledge — you can talk shop at every level
• Exceptional client relationship & stakeholder management
• Comfortable presenting to C-Suite and owning the room
• Empathetic, charismatic & naturally builds trust fast
• Data-driven approach to client value & adoption metrics
• Passion for technology-led change in the built environment

Benefits

• 15 days PTO + public holidays
• Private healthcare including vision & dental
• Christmas shutdown days on top of leave allowance (2–4 per year usually)
• Hybrid working
• Biannual salary reviews
• Employee referral scheme

Company Overview