Senior Customer Success Manager, Strategic

At BuildOps, we’re building a groundbreaking software solution, purpose-built to support today’s commercial contractor. 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 Customer Success Manager, you will join a well-funded, fast-growing technology startup with the unique opportunity to help build out a critical function for the company. This position will manage relationships with BuildOps’s strategic accounts, predominantly private-equity backed customers.  These customers represent a key strategy in the continued growth of BuildOps so developing and growing these partnerships is an essential part of the company’s ongoing success.  The successful candidate will be responsible for executing success plans that focus on customer retention and expansion via improving product adoption and overall customer satisfaction. The ideal candidate is someone who works hard, demonstrates strong analytical thinking, and is willing to go above and beyond to deliver exceptional customer experiences.

What you’ll do:

• Customer Engagement: Build strong relationships with key customer stakeholders to ensure customers are getting maximum value from our products.
• Executive Relationship Management: Deep expertise in managing complex customer relationships and fostering partnerships, including delivering executive business reviews to C-level contacts.
• Product Expert & Educator: Become a BuildOps product expert to teach and enable customers to utilize our platform to its full potential.
• Success Planning: Identify customer’s business workflows, pain points, and goals to develop solutions and workflows that meet their goals.
• Metrics Driven: Monitor customer health metrics and usage data to proactively address issues and drive adoption.
• Customer Champion: Collaborate with our support team to submit support tickets and provide guidance to resolve customer escalations swiftly. Be the voice of our customer for our product team to assist in product enhancements.
• Advocacy & Account Growth: Develop customer references, success stories, and identify referral and expansion opportunities.
• Team Player: Work in a highly collaborative environment to share knowledge and best practices to continuously improve our success team.
• Enjoy Travel:  Travel onsite to our customers’ office locations in order to assist with their initial BuildOps implementation and develop success plans. We have customers across the US and Canada, so our top candidates will be ready an excited to travel. Up to 25% travel target for the position.

What we look for:

• 3+ years of customer success, account management, or relationship management experience with enterprise or strategic customers.
• 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 and ability to manage multiple customer accounts and prioritize work based on company and customer goals.
• Self-motivated, 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, Intercom, and Jira. 
• B.A. or B.S. degree 

Bonus:

• Experience in a fast-growing B2B SaaS company or startup
• Experience learning and becoming an expert in an operating platform, ERP, or similar type of software platform.
• Experience in speciality contractor or construction industry. 
• Experience with Accounting ERP systems like Quickbooks Online/Enterprise, Sage 300 CRE/Intacct, Viewpoint Vista/Spectrum 
• Experience with business intelligence and custom report tools such as Power BI or Sigma. 

Compensation:

• $95 - $110k base salary range + annual bonus