Technical Customer Success Manager

About Retti

Retti is scheduling and operations software built by contractors, for contractors. We help concrete construction teams eliminate jobsite chaos by simplifying scheduling, workflows, communication, and accountability.

Our software feels as intuitive as the tools contractors already use, like spreadsheets, whiteboards, and calendars, but adds powerful automation that keeps jobs running smoothly. No more missed inspections or forgotten concrete orders. Retti keeps every task, schedule, and job detail in one place so nothing slips through the cracks.

We are a small but mighty team passionate about solving real-world construction problems and making life easier for the people building the foundation of America.

Role Overview

The owns the customer journey from post-sale handoff through long-term success and renewal. This role is responsible for ensuring customers are successfully onboarded, technically configured, trained, adopted, and continuously realizing value from Retti.

This is not a passive support role. It is a hands-on, customer-facing position that blends implementation leadership, workflow configuration, and long-term account ownership.

You will act as the customer’s primary partner and internal advocate, translating real-world construction operations into effective Retti workflows.

Startup Environment and How This Role Operates

Retti is an early-stage, growing company. This role is best suited for someone who is comfortable operating with autonomy while maintaining a high standard of structure, documentation, and follow-through.

You will be responsible not only for executing your role, but also for helping define how that role scales. As you identify what works, you will be expected to document processes, create templates, and contribute to repeatable, standardized workflows that improve consistency and efficiency over time.

While priorities may evolve as the company grows, this is not an unstructured environment. Success in this role requires strong judgment, clear communication, disciplined execution, and the ability to turn real-world experience into scalable processes.

This role may not be a fit for someone who prefers narrowly defined responsibilities or highly rigid, pre-established processes. It is a strong fit for someone who enjoys ownership, accountability, and building systems that others can rely on.

Key Responsibilities

Implementation and Technical Delivery

• Lead customer kickoff and executive alignment calls
• Run workflow discovery sessions to understand how customers schedule work, communicate with builders and vendors, and manage field execution
• Translate customer processes into Retti by designing stages, tasks, subtasks, dependencies, and alerts
• Configure builders, contacts, inventory, and job templates
• Assemble and validate workflows inside the customer’s Retti environment
• Own implementation timelines, milestones, and time to first value
• Ensure delivery quality and implementation readiness

Training, Launch, and Adoption

• Plan and lead structured training sessions for office and field users
• Ensure training is role-based, practical, and aligned to real job scenarios
• Prepare customers for launch with rollout plans, documentation, and change management best practices
• Support customers through launch with real-time monitoring and rapid response
• Execute against Retti’s Training, Launch Prep, and Go-Live model

Ongoing Customer Success and Account Management

• Own post-implementation handoff and long-term account health
• Drive early adoption and ensure customers use Retti as intended
• Serve as the escalation point after frontline support
• Proactively identify risk using usage patterns, customer feedback, and operational signals
• Lead Quarterly Business Reviews focused on outcomes, expansion, and process optimization
• Manage the support queue to ensure customer issues are resolved promptly
• Maintain an average first response time under one hour
• Maintain time to close under 48 hours
• Escalate tickets to Tier 2 or development as needed

Cross-Functional Collaboration

• Act as the voice of the customer internally
• Partner with Product and Engineering to share workflow learnings and surface feature gaps
• Work closely with Support to improve documentation and customer education materials
• Help evolve Retti’s implementation playbooks, templates, and standard operating procedures

What Success Looks Like

• Customers launch on time and with confidence
• Customers adopt Retti as their system of record for operations
• Customers clearly articulate ROI and advocate for Retti
• Implementations become scalable, predictable, and repeatable
• Customers feel supported and heard

Required Qualifications

• 3 to 7 years of experience in Customer Success, Implementation, Technical Delivery, or Solutions Consulting
• Experience onboarding and managing B2B SaaS customers
• Strong ability to translate operational workflows into software
• Comfortable leading customer calls, training sessions, and executive conversations
• Highly organized, process-driven, and accountable
• Able to work cross-functionally with Sales, Product, and Engineering

Preferred Qualifications

• Experience in construction, trades, logistics, or construction/field operations software
• Experience working with workflow-based platforms using tasks, dependencies, or automation
• Familiarity with HubSpot, Jira, or similar customer support tools
• Background in operations, project management, or implementation consulting