Senior Customer Success Manager

Breadcrumb

Senior Customer Success Manager managing high-value customer relationships for Breadcrumb, a construction SaaS company. Leading customer strategy and ensuring successful implementations and ongoing support.

Posted 5/20/2026full-timeSan Francisco • California • 🇺🇸 United StatesSenior💰 $220,000 - $270,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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.
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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SaaS implementationcustomer health monitoringdata analysisaccount managementretention strategiesexpansion strategiesnegotiationobjection handlingforecasting

Soft Skills

relationship buildingproblem-solvingcommunicationinfluencingcross-functional collaborationcustomer advocacystrategic thinkingcalm under pressureleadership