The construction industry is highly localized, which is why customer success in construction software looks different depending on where you sit.
In Finland, it can mean managing a rollout across dozens of construction sites with a company that has been using the product for years and watching data shift from gut feeling to an actual management tool, until health score rankings end up on the wall next to the coffee machine and site managers start competing with each other.
In Norway, it can mean entering a market that has never had a dedicated customer success presence and shaping what that looks like from scratch.
At Sitedrive, both of those things are happening simultaneously, and two people are at the center of it.
Sini Makkonen joined Sitedrive as a Customer Success Specialist a few years ago, when our Customer Success function was still being built. She has worked with construction companies across Finland, sat in on monthly steering group meetings alongside the CEO, Henry Salo, and Head of Product, Henri Ahoste, and spent time on construction sites in Tampere, watching how Sitedrive changes the way construction projects are managed.
Isabell Hernandez joined Sitedrive as Customer Success Manager in Norway in early 2026. She had spent years working in customer success and onboarding in the software industry, most recently in construction-related software. She has lived in Oslo since 2012 and stepped into a market that Sitedrive was still establishing.
Different starting points, the same core work in Customer Success.
Customer Success in construction means getting close to how the work happens
"The projects can be very different from each other. But when you look closely, the challenges and the conditions for success are often surprisingly similar," Sini describes what Customer Success work at Sitedrive comes down to in practice
A lot of her time goes into understanding what is happening inside a customer's building operation. One of the tools she uses for this is health score data, which shows how each customer uses the Sitedrive construction production management software over time.
"They are not the absolute truth. But they are really good conversation starters."
When she sees that a construction site is using only part of the platform's features, or that a team is approaching a more complex project phase without having used the relevant tools yet, it's a reason to get in touch proactively before the opportunity passes.
Building customer success in a market that hasn't seen it before
Sini has been with Sitedrive for two years and has worked with dozens of customers. Isabell is at a different point in the same journey.
When she joined Sitedrive, there was no established Customer Success structure in Norway, no existing process to follow. She started by learning the product, working alongside Sini remotely, and sitting in on customer meetings to build context. In her first week, she traveled to Helsinki, where she and Sini took a city tour and got to know each other before either of them had worked a single customer call.
"Sini has been teaching me the product, the customers, and the processes since I started. Building customer success across two countries works when you collaborate closely."
One thing that surprised her was how familiar the work felt, even in an unfamiliar industry.
"The construction customers have been open and direct. They ask exactly what they want to know, without layers."
A typical week includes customer meetings, demos, onboarding sessions, training, and follow-up work. In between, she is learning how Norwegian construction projects are structured and developing her picture of each customer's specific way of working.
"A good day is when I learn something new and feel I have a better understanding of the product, customers, or processes than I did the day before."
Isabell visited Helsinki in her first week at Sitedrive. She and Sini took a city tour together, their first time meeting in person before working side by side on the customer side.
When data changes how a whole company makes decisions
One of the partnerships that has most shaped Sini's approach is with Hartela, one of Finland's largest construction companies.
While many companies start with a single pilot project and expand from there, Hartela wanted Sitedrive rolled out across all of their construction sites at once. That created a different kind of challenge: managing organization-wide change while keeping each site engaged and moving.
Sini has been part of that process throughout. Monthly steering group meetings, health score reviews, site visits to Tampere, and direct contact with the key users responsible for running Sitedrive on individual projects.
One of the changes she has seen most clearly is how data shifted the conversations inside Hartela.
"More facts on the table, not just gut feeling."
The steering group recently decided to share health score rankings, showing how each site is performing relative to the others, directly with the site managers themselves.
"When you see that someone gets it and understands the value — those are the moments. The aha moments."
What the Customer Success work involves going forward at Sitedrive
Sini and Isabell are building Customer Success at Sitedrive in different stages and contexts. What connects them is that both are doing work that requires staying genuinely close to customers: noticing what is working, what needs attention, and following up before small issues become real ones.
Isabell is shaping what customer success looks like in Norway as she is learning it. Sini has built deep knowledge across a wide range of customers and is passing that forward.
For someone considering joining Sitedrive, the processes here are not handed to you finished. You help develop them.
