Senior Customer Success Manager, Construction in San Francisco, California at Field AI

We are looking for a Senior Customer Success Manager to own strategic customer relationships across our construction accounts and help ensure successful adoption of FieldAI’s technology in the field. This role is equal parts relationship management, operational problem-solving, and cross-functional execution. You will serve as a trusted partner to customers, helping them navigate deployments, drive adoption, resolve issues, and realize measurable value from our robotics platform.

This is an opportunity for someone who thrives in highly dynamic customer environments and wants to play a visible role in scaling customer success at a frontier robotics company. The right person will be energized by building deep customer partnerships, solving complex operational challenges, and acting as the voice of the customer internally as FieldAI expands across the construction market.

• Serve as the primary point of contact for strategic construction customers and build strong, trusted relationships over time
• Drive successful onboarding, adoption, and long-term account health across customer deployments
• Develop a deep understanding of each customer’s operational goals, workflows, and success criteria
• Partner closely with sales, solutions, engineering, and product teams to coordinate customer needs and deliver effective outcomes
• Proactively identify risks, resolve issues quickly, and drive clear communication during high-priority situations
• Track account health, usage, milestones, and customer feedback to improve retention and expansion
• Identify opportunities for growth, upsell, and expanded use cases within existing accounts
• Advocate for customer needs internally and help shape product and process improvements based on field feedback
• Help build the playbook for how FieldAI supports and grows enterprise customers in construction

• 7+ years of experience in customer success, account management, support, or other customer-facing roles
• Experience managing strategic or enterprise accounts in construction, industrial, enterprise software, or other operationally complex environments
• Strong relationship management skills and the ability to build credibility with customer stakeholders
• Excellent verbal and written communication skills, including the ability to manage executive-facing conversations
• Strong problem-solving instincts and comfort navigating ambiguity in fast-moving environments
• Experience coordinating cross-functional teams to deliver customer outcomes
• Ability to identify expansion opportunities while maintaining a strong customer-first mindset
• Strong organizational and project management skills with attention to detail and follow-through
• Analytical skills and comfort using data to assess account health and inform decisions
• Bachelor’s degree in Business, Engineering, or a related field is preferred