Senior Manager, Client Success (Lender)

Built Technologies•Nashville, TN

12d•Hybrid

About The Position

Built Technologies is transforming how capital moves through construction and real estate finance — one of the largest, most complex sectors in the economy. Our platform connects lenders, including many of the top U.S. banks, with the owners, developers, and general contractors they finance. When a draw is approved, a builder can pay subcontractors. When a compliance document clears, a project moves forward. The work we do here is not abstract — it has a direct and material impact on how capital flows and how real estate gets built. Built's Client Success team drives the retention, adoption, and value realization that make our customer relationships durable and growing — and the Senior Manager of Client Success leads that function at a broader scope. In this role, you will oversee strategic CSMs and managers, drive the strategic direction of the entire client success function, and partner with executive leadership on how the organization scales with Built's growth. At this level, you manage managers or a large team, operate with high autonomy, and connect your function's work directly to Built's net revenue retention, expansion revenue, and market reputation. You build high-performing organizations, develop leaders, and represent client success as a strategic driver of Built's business.

Requirements

8–12+ years of experience in client success, customer success, or strategic account management, with 3–5+ years leading multi-level teams or managing a client success function in a high-growth SaaS or fintech environment.
A proven organizational builder — you've developed CS managers and senior ICs, built strong team cultures, and created conditions where client success professionals do the best work of their careers.
Deep expertise in client success strategy — scalable engagement models, health scoring, expansion playbooks, and the commercial levers that drive strong NRR in a SaaS business.
A demonstrated ability to partner with executive leadership on strategy — translating company growth objectives into CS operating plans and connecting team performance to revenue outcomes.
Executive presence and communication skills to represent the CS function at the senior leadership level — advocating for your team, your methodology, and the organizational investment required to retain and grow Built's customer base.
Deep familiarity with lending institutions, draw management, compliance workflows, commercial real estate finance, or commercial banking — enough to lead the most important executive conversations and represent Built credibly at the highest client levels.
Comfort with complexity and the pace of a high-growth company where client mix, team capacity, and organizational priorities shift continuously.

Nice To Haves

Leverage AI tools to enhance the productivity, quality, and speed of your work.
Use AI to support drafting, analysis, summarization, and problem-solving across your role.
Identify opportunities to streamline workflows and reduce manual effort through automation and AI.
Apply AI to sharpen decision-making and strengthen strategic insights.
Share effective AI use cases and best practices with your team.

Responsibilities

Lead Client Success team and Managers of Client Success — establish organizational structure, strategic priorities, and performance accountability across a broader span of people and client relationships.
Develop and implement organization-wide client success strategy, playbooks, and operating methodologies that drive consistent retention and expansion outcomes across all client segments.
Hire, develop, and mentor CS managers and senior leaders — build a culture of accountability, client obsession, and continuous improvement that attracts and retains top CS talent.
Set performance expectations and metrics for the client success function — monitor NRR, retention, adoption, and expansion results, and implement improvements that drive consistent commercial outcomes.
Partner with Sales, Implementation, Product, and Finance to align client success strategy with company objectives and ensure Built delivers a seamless, high-value client experience across the full lifecycle.
Lead strategic client relationships at the executive level for Built's most important accounts — serve as the senior CS voice in executive client conversations and maintain high-level presence in the portfolio.
Drive innovation in client success approaches, tooling, and engagement models — continuously improve how the team identifies, develops, and captures expansion opportunities at scale.
Develop annual forecasts and business plans for customer retention and expansion targets; represent the function's performance and strategy clearly to executive leadership.
Champion AI and automation adoption across the function — build the systems and expectations that let the team manage more clients more effectively without proportional growth in headcount.