What You'll Do- Build the customer success function from scratch: design playbooks, onboarding frameworks, and escalation processes before headcount grows.
- Own onboarding end-to-end. Once a contract is signed, you're in - working hand-in-hand with the AE to bring the right people on, set the tone, and make sure every client's first (and all subsequent) experiences with LightTable earns their trust.
- Align on outcomes, not just timelines. Define and communicate what success looks like for each client - tied to the specific reasons they bought LightTable - and build a shared roadmap to get there.
- Run regular check-ins that go beyond status updates. Ask the hard questions: are you seeing the results you expected? Is this working for your team? Work with your colleagues to close the gap when the answer is no.
- Monitor relationship health in partnership with the Account Executive. Stay close to usage patterns, stakeholder engagement, and client sentiment, and act before small issues become big ones.
- Be the voice of the customer back to LightTable. Turn client experiences, friction points, and wins into clear, actionable input that shapes our product and roadmap.
- Partner closely with our internal AEC experts to help drive customer outcomes
- Cultivate growth in established partnerships. Spot emerging stakeholders and internal groups to maximize net retention and revenue expansion.
Success MetricsWithin the first 6 months, success will be measured by:
- Customer onboarding time and time-to-first-value for new accounts
- Net retention and expansion revenue across the customer base
- Number of structured feedback loops delivered back to product and engineering
- Playbooks and processes documented; build with a mix of AI tools and human talent
- Overall customer satisfaction (NPS / CSAT)
What We're Looking For- Experience: 5-10 years in customer success at a B2B SaaS / technology company,
- Builder mindset: You've inherited nothing and built something, including playbooks, processes, onboarding flows, and you can talk about where it went well, and where it failed, but you fixed it.
- AI-native approach: You have a genuine curiosity about how AI is reshaping construction and a desire to help clients adopt it. You think in systems before you think in headcount.
- Commercial instincts: You understand that CS is a revenue function. You know how to spot expansion signals, account risk signals, and partner effectively with sales.
- Relationship builder: You understand that CS is about building relationships deeper across organizations. You know how to get in front of other groups within the organization to grow multi-stakeholder buy-in.
- Communication: Whether you're writing a success plan for a client or a product brief for an engineer, you communicate clearly. You also know when it is best to speak in person or by phone and you take the initiative to do that.
Nice to Have- Experience in or adjacent to the construction industry.
- Experience working at or building within an early-stage startup.
Why Join LightTable AI?- Be part of building an AI-first product alongside world-class engineers and experienced founders.
- Ground-floor opportunity with meaningful equity in a fast-growing company.
- Real impact - we are partnering with some of the largest developers in the country to improve housing affordability.
- Benefits: Comprehensive healthcare, equity grants, take-what-you-need PTO, and a collaborative, mission-driven culture.
