Customer Success Manager

Who you are

• 1-2 years of experience in customer success, client success, software implementation, or technical account management
• B.A. or B.S. degree
• Experience learning and becoming an expert in an operating platform, ERP, or similar type of software platform
• Demonstrated ability to learn complex software quickly and become a trusted product expert for customers
• Ability to understand customer business processes, map workflows to software functionality, identify gaps, and explain practical solutions to both technical and nontechnical stakeholders
• Experience training customers live on software, troubleshooting workflow or adoption issues, and using product usage data to idetnify opportunities or risks
• Extraordinary people skills: must be empathetic, patient, confident, and able to interact well with a broad spectrum of personality types
• Excellent written and verbal communication skills. Ability to explain complex concepts, software workflows, and answer questions in a clear and concise manner
• Highly organized with the ability to manage a portfolio of accounts, prioritize across competing demands, and stay focused on customer and company goals
• Comfortable operating within defined playbooks and structured processes, with the curiosity and initiative to contribute improvements and iterate on them over time
• Self-motivated, driven to succeed, fast learning and ability to thrive in a fast paced, dynamic startup environment
• Prior experience or ability to learn internal tools including Salesforce, Gainsight, Service Cloud, and Jira
• Familiarity with digital CS engagement models, tech-touch strategies, or AI-assisted customer success workflows
• Experience in specialty contractor or construction industry
• Experience with Accounting ERP systems like Netsuite, Quickbooks Online/Enterprise, Sage 300 CRE/Intacct, Viewpoint Vista/Spectrum

What the job involves

• Customer Engagement: Build strong relationships with key customer stakeholders through digital first engagement and proactive touchpoints. Manage a healthy portfolio of Commercial accounts, ensuring customers receive maximum value from our platform at every stage of their journey
• Product Expert and Educator: Become a BuildOps product expert and teach customers how to use the platform to its full potential. Learn the BuildOps platform in depth, understand how customers use it across their business workflows, and guide customers through configuration, feature adoption, and process improvements
• Workflow Discovery and Technical Enablement: Translate customer workflows and pain points into clear recommendations. Escalate product gaps or technical issues to Product, Engineering, Support, or Professional Services when appropriate. Drive feature adoption and utilization across your portfolio and proactively share best practices around new feature releases to maximize customer outcomes
• Success Planning: Craft and execute tailored Success Plans with a clear emphasis on value realization. Identify customer business workflows, pain points, and goals to develop solutions that deliver measurable outcomes, drive product adoption, and support long term retention and expansion
• Executive Business Reviews: Build and present business reviews for rapidly growing customers, focused on driving value, adoption, and account expansion while building relationships with business owners
• Portfolio Health and Risk Management: Monitor customer health and usage data across your portfolio to proactively identify risk signals and intervene before issues escalate. Build and execute playbooks to address at risk customers and manage portfolio risk with urgency and precision
• Customer Champion and Cross Functional Coordinator: Serve as a proactive escalation point and tireless customer advocate. Coordinate seamless handoffs across the customer journey with Professional Services, Customer Support, and the Customer Experience team to ensure a consistent, high quality experience at every stage
• Advocacy and Account Growth: Develop customer references and success stories while identifying referral and expansion opportunities
• Cross Functional Collaboration and Segment Development: Work cross functionally with partners across Business Development, Product and Engineering, Sales, Professional Services, and Marketing to align on customer needs and drive company wide outcomes. Contribute new ideas to commercial playbooks and help drive segment level insights and best practice development to continuously elevate how we serve our commercial customers

Benefits

• Financial: Competitive base salary. Generous equity options. Performance bonuses for 95%+ employees. Bi- annual performance & compensation reviews. RRSP & 401k employee contribution plan.
• Health & Family: Health/dental/vision insurance as of Day 1. Paid parental leave. Life insurance + disability insurance. Employee Family Assistance Program (EAP).
• Other Perks: Flexible PTO. Home-office allowance. Hybrid flexibility. Access to awesome office spaces (in L A , Toronto, and Raleigh). Team retreats & off- sites.