Customer Success Manager, Enterprise
About The Position
At BuildOps, we’re building a groundbreaking software solution, purpose-built to support today’s commercial contractors. From helping our customers to manage their service all the way to project management, we’re breaking the mold and building a team that invests in our mission statement. We love driven, self-motivated folks that thrive in fast-paced environments. Could you be our next hire? As our Enterprise Customer Success Manager, you will join a well-funded, fast-growing technology startup with the unique opportunity to help shape and scale a critical customer segment for the company. The successful candidate will be responsible for managing a portfolio of enterprise customers, driving adoption and utilization of the platform in your accounts, executing defined success playbooks, and proactively identifying and addressing portfolio risk. Our engagement model blends digital-first and AI-driven touchpoints with meaningful human intervention, ensuring customers receive the right level of support at the right time. The ideal candidate is someone who works hard, demonstrates strong analytical thinking, and is passionate about driving measurable value and outcomes for their customers.
Requirements
- 3+ years in Customer success, account management, or relationship management experience.
- Extraordinary people skills: must be empathetic, patient, confident, and able to interact well with a broad spectrum of personality types.
- Experience with low-code/no-code automation platforms and working directly with REST APIs — building, testing, and troubleshooting requests.
- 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 enterprise 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.
- B.A. or B.S. degree
Nice To Haves
- Experience in a fast-growing B2B SaaS company or startup, ideally in an Enterprise customer success role.
- Familiarity with digital CS engagement models, tech-touch strategies, or AI-assisted customer success workflows.
- Experience learning and becoming an expert in an operating platform, ERP, or similar type of software platform.
- Experience in specialty contractor or construction industry.
- Experience with Accounting ERP systems like Netsuite, Quickbooks Online/Enterprise, Sage 300 CRE/Intacct, Viewpoint Vista/Spectrum.
- Experience with business intelligence and custom report tools such as Power BI or Sigma.
Responsibilities
- Build strong relationships with key customer stakeholders utilizing both digital-first engagement and proactive touchpoints.
- Manage a healthy portfolio of Enterprise accounts, ensuring customers are getting maximum value from our platform at every stage of their journey.
- Become a BuildOps product expert to teach and enable customers to utilize our platform to its full potential.
- Drive feature adoption and utilization across your portfolio and proactively share best practices around new feature releases to maximize customer outcomes.
- 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.
- Build and present business reviews for some of our largest and most complex customers. Aiming to drive value, adoption, and account expansion, while building relationships with C-Level executives.
- Monitor customer health scores and usage data across your portfolio to proactively identify risk signals and intervene before issues escalate.
- Build and execute enterprise level playbooks to address at-risk customers and manage proactive portfolio risk with urgency and precision.
- Serve as a proactive escalation point and tireless customer advocate.
- Coordinate seamless handoffs across the customer journey with Professional Services, Customer Support, and our Customer Experience team to ensure a consistent, high-quality experience at every stage.
- Develop customer references, success stories, and identify referral and expansion opportunities.
- Work cross-functionally with partners across Business Development, Product & Engineering, Sales, Professional Services, and Marketing to align on customer needs and drive company-wide outcomes.
- Contribute new ideas to enterprise playbooks and help drive segment-level insights and best practice development to continuously elevate how we serve our enterprise customers.
- Travel onsite to customer locations as needed to support go-lives, on-site enablement sessions, or strategic success check-ins. We have customers across the US and Canada, and occasional travel may be required.
Benefits
- Generous equity grant, become an owner in our company!
- A comprehensive benefits package
- Flexible PTO and hybrid work schedules
- One-time work-from-home allowance
- Hubs in Los Angeles, San Francisco, Toronto, and Raleigh with hybrid work schedules and lunch provided for in-office days
- Company events and team-building activities, both in-person and virtual
- Fast-paced, collaborative, and dynamic work environment
- Opportunities for growth and career advancement
- Chance to work with cutting-edge technology and innovative solutions
- The chance to get in on the ground floor and build something truly groundbreaking for ourselves and our amazing customers
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What This Job Offers
Job Type
Full-time
Career Level
Senior
