Head of Customer Experience

About BuildCam

Buildsafeis an innovative leader in the building and construction space providing height safety systems and scaffolding solutions across Australia. Our growth and success are driven by our people;the crews leaders and teams who show up every day to get the job done safely and professionally.

BuildCam is our construction technology division redefining how builders and developers monitor manage and de-risk their projects. Sitting at the intersection of construction and technology BuildCam leverages real-time visual intelligence to enhance site safety improve compliance outcomes and drive smarter faster decisions.

As BuildCam continues to scale nationally we are investing in key leadership roles that ensure our customers receive a consistently exceptional experience long after the sale is complete.

The Opportunity

We are seeking an experienced Head of Customer Experience to take full ownership of the post-sale customer journey for BuildCam. This is a senior leadership role working closely with the General Manager of BuildCam and Head of Field Execution ensuring what we sell is delivered seamlessly and supported through proactive high-touch customer engagement.

At its core this role exists to protect and grow our customer base. The General Manager of BuildCam expects this leader to have absolute clarity over customer health.

This role will manage an active and growing portfolio each customer with multiple stakeholders including site supervisors construction managers and senior business decision-makers. You will be accountable for retention customer advocacy issue prevention and turning BuildCam customers into long-term partners.

Key Responsibilities

• Take end-to-end ownership of the customer experience post-sale ensuring a seamless transition from implementation to long-term partnership
• Lead customer retention strategies proactively identifying risk before issues escalate
• Act as the escalation point for complex or high-risk accounts resolving challenges with speed clarity and confidence
• Build deep trusted relationships with multiple stakeholders across each customer account
• Partner closely with the Head of Field Execution to ensure customer expectations align with on-site delivery and performance
• Establish clear customer health metrics reporting and risk frameworks to support data-driven decision making
• Drive continuous improvement across onboarding engagement and renewal processes
• Own and lead the implementation of HubSpot as BuildCams CRM acting as project manager for rollout adoption and optimisation
• Ensure HubSpot becomes a core operational tool for customer insights retention tracking and stakeholder engagement

About You

You are a seasoned customer leader who thrives on accountability and foresight. You dont just react to problems you spot them early and put controls in place before they impact the customer.

You will likely bring:

• Proven experience leading Customer Experience Customer Success or Retention functions at a senior level
• Background in a SaaS technology or subscription-based business (construction tech experience highly regarded)
• Strong commercial acumen with the ability to balance customer advocacy and business outcomes
• Confidence managing complex accounts with multiple stakeholders and competing priorities
• A calm solutions-focused approach under pressure with the ability to lead difficult conversations when required
• Experience implementing or leading CRM platforms (HubSpot experience highly desirable)
• A leadership style built on extreme ownership visibility and trust

Why Join BuildCam

• Join a fast-growing construction technology business at a pivotal stage of scale backed by a market leader in Height Safety
• Step into a genuine leadership role with autonomy influence and visibility across the business
• Be based at our Arundel Head Office working closely with senior leaders and operational teams
• Competitive benefits including a $250 annual uniform allowance and regular car cleaning
• Access to wellbeing initiatives including our Employee Assistance Program and discounted gym memberships through Fitness Passport
• Enjoy regular social team events and a supportive collaborative high-performing team culture

Required Experience:

Director