Customer Success Lead

Job title: Customer Success Lead (Global / Regional)

Department: Customer Success

Location: US (Client-facing, travel required)

ABOUT XYZ REALITY

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XYZ Reality are the creators of the world's first and only engineering-grade Augmented Reality solution, purpose built for the construction industry. Not only have we created this holographic technology, that sits within The Atom — a smart, site-safe headset/hardhat — but we implement it on projects, utilising the power of AR to ensure that all schemes are completed in line with delivery timescales and budgets.

XYZ has grown to over 100 staff across the UK, US & Europe and is working with Mission Critical organisations & construction companies to successfully deliver major projects.

THE ROLE

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The Customer Success team are the face of XYZ Reality for our clients. They make people feel the product.

This is a role for someone who has lived construction — on major programmes, in the dirt, under pressure — and come out the other side frustrated that the industry hasn't changed fast enough. You'll use that experience to connect with everyone from Sub-Contractor engineers on site to C-Suite Project Directors in the boardroom, speaking their language, understanding their problems, and showing them — not just telling them — how XYZ Reality changes the way projects get delivered.

With the CS team set to grow from 3 to 15 over the next 18 months, this is a chance to help shape what great client experience looks like in a business that is genuinely transforming the construction industry. If you've ever thought "we could do this so much better" — this is where you come to prove it.

KEY RESPONSIBILITIES

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• 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.

REQUIRED QUALIFICATIONS

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• 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.

KEY EXPERIENCE & SKILLS

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• 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

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🏝️ 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

🚀 Make a real-world impact of revolutionising the construction industry