Job Description
About BuildCam
Buildsafe is 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 BuildCam’s 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 don’t 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
Buildsafe is 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 BuildCam’s 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 don’t 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
💡 Quick Summary
Seeking a career-building opportunity? The Head of Customer Experience position is now open for candidates interested in the Health Jobs sector. This role in Arundel offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Health Jobs is a plus.
