Customer Success Team Lead, North America

Buildots•Arizona, AZ

5d•Hybrid

About The Position

At Buildots, Customer Success Managers are at the heart of our mission: ensuring project teams extract maximum value from our platform, embed it into their workflows, and become advocates who help drive account expansion. The Customer Success team also plays a pivotal role in Marketing (case studies, ROI storytelling) and Product (field feedback that shapes the roadmap). We're looking for an experienced, people-first Customer Success Team Lead to manage a team of CSMs supporting our Standard Projects portfolio across North America. You'll be responsible for the onboarding, adoption, and ongoing success of a growing portfolio of customers, while formally leading, developing, and managing the performance of your team. This is a cross-functional leadership role that works closely with Product, Marketing, and Sales to ensure customer impact translates into broader business success. This role carries partial people-management responsibilities: hiring, coaching, and formal performance management for your team, delivered through Buildots’ annual performance review process, supported by structured check-ins twice a year.

Requirements

Experience in a B2B customer-facing role in the construction industry is required (4+ years preferred)
Experience managing a Customer Success or similar client-facing team, including hiring and formal performance management (3+ years preferred). Internal candidates without formal management tenure will be evaluated on demonstrated leadership, ownership, and coaching ability.
Willingness to travel (around 30%)
Strategic & entrepreneurial mindset — you create and refine playbooks rather than just follow them, and you're comfortable building processes in a fast-scaling environment.
Strong operational and analytical skills, with a proactive approach to improvement and comfort using data to guide team-level decisions.
Cross-functional leadership — experience partnering effectively with Sales, Marketing, Product, and Engineering to align customer needs with business objectives.
Exceptional written and verbal communication skills, including the ability to lead sensitive or difficult conversations with direct reports.
Proficiency with CS platforms and Salesforce.
Experience in a SaaS environment is a strong plus.

Responsibilities

Lead, coach, and develop a team of Customer Success Managers (typically 8–10) supporting the Standard Projects portfolio in North America.
Own formal performance management (minus compensation) for your team: lead annual performance reviews covering both results (MBO/KPI attainment) and behaviors, supported by structured check-ins bi-annually.
Define and track team and individual KPIs to ensure alignment with business goals.
Own hiring decisions for CSM roles on your team, in partnership with the Director.
Assign and reassign accounts within your team to balance portfolio health and workload.
Oversee customer onboarding, adoption, and success across your team's portfolio of Standard Projects accounts.
Own portfolio health across the team's book of business — proactively identify risk and manage escalations, intervening directly on at-risk accounts.
Build and maintain the Customer Success playbooks your team uses day to day.
Drive the creation of value stories and case studies; review and quality-control your team's output before it reaches leadership or Sales.
Represent your team's interests in cross-functional planning with Sales, Product, Delivery, and Marketing, and ensure the feedback loop back to Product is clear and consistent.
Communicate change to your team directly during process or product rollouts, managing change fatigue and surfacing concerns upward.
Use portfolio-wide data to identify team-level trends and coach individual CSMs on where to focus.
Contribute team-level input into regional Customer Success strategy and goals.
Serve as the customer-facing escalation point for your portfolio.
Take direct ownership of accounts/projects in “red” and high-severity issues
Build and maintain executive relationships across your portfolio.
Meet customer executives directly, as needed, for success alignment
Coach CSMs on executive communication and difficult conversations