Lumber
Website:
lumberfi.com
Job details:
Chief of Staff to Head of Customer Success
Location: India
Company: Lumber
Reports to: Head of Customer Success
Shift Timings: Works with our global team, involving overlapping shift timings.
About Lumber
Lumber is building the AI infrastructure layer for construction workforce management. Our platform automates complex payroll, compliance, union rules, prevailing wage calculations, job costing, and worker credential management for contractors.
Construction companies run some of the most complex payroll and compliance workflows in the world. Lumber uses AI-native agents to automate operational processes that were previously manual and error-prone.
Our AI agents support workflows like:
- Union rule compliance
- Prevailing wage calculations
- Timesheet processing
- Worker onboarding
- Payroll administration
- Worker credential and compliance tracking through Builderfax
By integrating with leading construction ERPs and payroll systems, Lumber becomes the automation layer that improves both operational efficiency and worker experience.
Role Overview
The Chief of Staff to the Head of Customer Success will act as the operational backbone of the Customer Success organization. This role ensures that customer implementations, adoption, renewals, and product feedback loops operate efficiently and scale effectively as Lumber grows. You will work closely with the Head of Customer Success, Customer Success Managers, Product, Engineering, and Sales to ensure that customers successfully adopt Lumber and derive measurable value.
This role is ideal for someone who enjoys solving operational challenges, building processes, and improving how teams deliver customer outcomes.
Key Responsibilities
Customer Success Operations
- Partner with the Head of Customer Success to manage key priorities and strategic initiatives.
- Build operational frameworks for onboarding, implementation, and customer lifecycle management.
- Track key customer success metrics including:
- Implementation timelines
- Customer adoption
- Retention and renewals
- Support resolution metrics.
Implementation & Onboarding Programs
- Help design and improve implementation playbooks for new customers.
- Coordinate across teams to ensure smooth onboarding experiences.
- Identify bottlenecks in implementation workflows and improve efficiency.
Customer Insights & Product Feedback
- Aggregate customer feedback and operational insights for the Product team.
- Identify recurring workflow challenges faced by contractors.
- Help prioritize product improvements that increase customer adoption.
Customer Success Enablement
- Build internal documentation, playbooks, and best practices.
- Help train new Customer Success team members.
- Create frameworks that allow the CS team to scale effectively as Lumber grows.
Cross-Functional Coordination
- Act as a bridge between Customer Success, Product, Engineering, and Sales.
- Ensure alignment on implementation timelines and customer priorities.
- Support escalations and help resolve complex customer challenges.
Strategic Projects
- Lead special projects aimed at improving customer retention and expansion.
- Help design new customer programs around adoption, automation, and operational efficiency.
What We're Looking For
Experience
- 3–6 years of experience in:
- Customer success operations
- Consulting
- Startup operations
- Implementation or program management
- Experience working with B2B SaaS or enterprise customers preferred.
Skills
- Strong operational and organizational ability
- Data-driven decision-making
- Excellent communication and stakeholder management
- Ability to manage multiple priorities in a fast-paced environment
- Process-building mindset
Mindset
- Customer-obsessed and outcome-focused
- Highly collaborative and proactive
- Comfortable working in a startup environment
- Curious about AI, automation, and operational workflows
Why Join Lumber
- Help shape the customer experience at a fast-growing AI startup
- Work directly with leadership on scaling Customer Success
- Gain deep exposure to construction industry workflows and enterprise customers
- Opportunity to grow into leadership roles within Customer Success or Operations
What Success Looks Like
Within the first 6–12 months, you will:
- Establish scalable customer success processes
- Improve implementation speed and customer onboarding experience
- Strengthen the feedback loop between customers and product development
- Help drive high retention and strong customer adoption across Lumber customers
Click on Apply to know more.