Customer Service Lead

About Wunderbuild:

Wunderbuild is a cloud-based construction management platform built for residential builders and their teams. Our software simplifies project management, financial tracking, and collaboration from the ground up. Our assembly of features and support is helping builders and their teams save time and increase productivity.

We work closely with users to ensure our features address real-world needs—and with a rapidly growing client base across Australia and New Zealand, we are becoming a trusted partner in the construction industry.

As we expand, we are looking for a Client Experience Lead to play a key role in helping our customers succeed with Wunderbuild.

About the Role:

Wunderbuild is looking for a Client Experience Lead to join our fast-growing team. This role is a key part of our client-facing operations, ensuring our customers realise maximum value from their investment in our cloud-based construction management platform. As a Client Experience Lead, and working alongside a team, you will guide clients through their journey with Wunderbuild, from onboarding to ongoing product adoption and value realisation. You will be a trusted advisor and a client advocate. Your mission is to proactively engage with our clients, help them achieve their business goals, and provide actionable feedback to our product teams to drive continuous improvement. The ideal candidate is a strategic problem-solver who is passionate about technology and the construction industry. This role is perfect for someone who thrives in a dynamic environment, managing multiple projects and relationships with a client-first approach. Importantly also, this person can direct the work of others.

The role holder will work remotely.

Key Responsibilities:

• Customer Success and Value Realisation: Act as a strategic partner to our clients, ensuring they successfully onboard and adopt Wunderbuilds features to streamline their construction workflows.
• Relationship Management: Build strong, long-lasting relationships with client stakeholders, establishing yourself as a high-value resource and trusted advisor. Equally, build a leadership profile and credentials in working with your colleagues.
• Client Advocacy: Be the voice of the customer, collecting feedback and insights to share with the Development and Product Improvement teams.
• Risk Mitigation and Growth: Proactively identify churn risks and uncover opportunities for clients to expand their use of the Wunderbuild platform.
• Training and Support: Work with our training and support teams to provide customers with the resources they need to succeed.
• Industry Expertise: Continuously build your knowledge of the residential construction industry, its challenges, and how our software provides solutions.

What We are Looking For:

• A customer-centric and proactive team player with a track record of driving customer loyalty and adoption.
• Experience in learning and mastering new technology and software solutions to help clients realise business value.
• Exceptional written and verbal communication skills, with the ability to engage stakeholders at all levels.
• A natural problem-solver with a knack for finding effective solutions and a commitment to delivering exceptional customer service.
• Proven ability to operate in a fast-paced environment and manage multiple projects and relationships.
• Ability to review and manage the work of others to ensure maximum client satisfaction.
• A strong growth mindset, willing to take on feedback and continuously learn new things.
• Background in SaaS, construction technology, or the residential building industry is highly valued.

Why Wunderbuild?

We are a rapidly scaling Australian tech company with a loyal client base and a reputation for excellent customer care. Our company culture is built on innovation, adaptability, continuous learning, and respect for all. You will join a team where your work directly impacts our clients success and helps shape the future of construction technology in Australia and New Zealand.