Head of Customer Success

Company Description

Plexa is a construction management platform with substantial AI capabilities designed for today’s most complex projects, connecting tendering, site safety, finance, collaboration, and document control in a single system. Built for large-scale (tier1) teams, we're on a roll growing our customer base. www.plexapro.com for more insight into our product.

Plexa helps general contractors (builders) and developers reduce manual work, improve collaboration, and realise meaningful cost savings at scale. The platform uses powerful automation, smart workflows, and enterprise-grade flexibility to transform how construction is managed, both on-site and remotely.

Plexa serves head contractors, developers, project management teams, CFOs, and site managers, and is trusted on some of Australia’s largest construction projects. Candidates can expect to join a growing construction tech company focused on innovation and real-world impact across the full project lifecycle.

Role Description

The Head of Customer Success is a full-time, remote role responsible for leading the overall customer success strategy at Plexa and ensuring customers achieve measurable value from the platform.

This role will oversee onboarding, adoption, and ongoing engagement for key accounts, partnering closely with product, sales, and support teams to deliver a cohesive customer experience.

Day-to-day responsibilities include guiding and coaching the customer success team, monitoring account health, developing playbooks, and driving initiatives that increase retention, expansion, and advocacy.

The Head of Customer Success will engage directly with strategic customers, lead executive business reviews, gather product feedback, and translate customer insights into action.

This role also involves building scalable processes, defining success metrics, and reporting on performance to senior leadership.

Qualifications

• Strong background in driving Customer Satisfaction and Customer Retention, with a track record of building long-term, value-based relationships.
• Proven Account Management experience managing complex, multi-stakeholder accounts in a B2B SaaS or enterprise software environment.
• Excellent Communication skills, including the ability to present to executive stakeholders, facilitate workshops, and influence cross-functional teams.
• Advanced Analytical Skills to interpret usage data, identify risks and opportunities, and develop data-informed customer success strategies.
• Leadership experience building, mentoring, and scaling high-performing customer success or account management teams.
• Experience designing and optimising customer journeys, including onboarding, adoption, renewal, and expansion motions.
• Familiarity with construction, proptech, or related industries, or a strong interest in learning the construction lifecycle and workflows.
• Proficiency with customer success platforms, CRM tools, and collaboration software (e.g., HubSpot, Gainsight, or equivalents).
• Bachelor’s degree in Business, Engineering, or a related field, or equivalent practical experience.
• Ability to thrive in a fast-paced, high-growth, remote environment, with strong

We're after a mover and shaker. Someone with an entrepreneurial mindset with a bias for action, comfortable operating in a fast-growing scale-up environment where adaptability, initiative, and a passion for delivering exceptional customer outcomes are essential.