Customer Success Lead - Construction

Other

• 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