Manager of Customer Success, BuildOps

• 3+ years of proven leadership and management skills, with experience building, mentoring, and scaling Customer Success teams for enterprise or strategic customers
• Experience building Customer Success processes and best practices to ensure customers achieve desired outcomes
• Exceptional people skills: empathetic, adaptable, confident, and skilled in building trust across diverse personalities and customer stakeholders
• Strategic thinker with strong analytical and problem-solving abilities
• Deep expertise in managing complex customer relationships and fostering partnerships, including delivering executive business reviews to C-level contacts
• Customer advocate that ensures customer needs are met and they receive the maximum value from the platform
• Proactive individual who anticipates customer needs and executes quickly
• Highly organized with impeccable attention to detail and the ability to prioritize in a dynamic environment
• Proficiency with Customer Success tools like Gainsight and Salesforce, and a data-driven approach to decision-making
• Familiarity with accounting ERP systems (e.g., QuickBooks, Sage, Viewpoint) or the commercial contractor industry is a strong plus
• Willingness to travel up to 25% to support on-site implementations and customer engagement
• Bachelor’s degree (B.A. or B.S.) preferred; startup experience is a plus

Desirable

• As Manager, Customer Success, 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 lead the customer success team that works 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
• In addition to the qualifications below, the ideal candidate is someone who works hard, demonstrates strong analytical thinking, and is willing to go above and beyond to help customers succeed on our platform
• Lead, mentor, and develop the Customer Success team, including hiring, performance management, and career development
• Oversee the training, and ongoing support for customers, ensuring maximum value from BuildOps
• Own key performance indicators (KPIs) for the Customer Success team, such as Net Promoter Score (NPS), revenue retention, and expansion metrics
• Act as a strategic partner and escalation point for key customer accounts, resolving challenges and fostering satisfaction and advocacy
• Proactively identify at-risk accounts, develop and execute tailored retention strategies
• Monitor and enhance customer engagement to drive adoption of BuildOps' mission-critical software
• Implement and refine Customer Success processes and best practices to ensure customers achieve desired outcomes
• Standardize and scale team systems, workflows, playbooks, and best practices to improve outcomes and efficiency while supporting a growing customer base
• Leverage data analytics to identify trends, uncover opportunities, and implement improvements that drive success for both customers and BuildOps
• Work with the leadership team to develop and execute strategies for customer retention and expansion
• Work closely with company leadership to align Customer Success strategies with overall company goals and mission
• Serve as the voice of the customer by collecting and synthesizing feedback to influence product development and company priorities across Product, Sales, and Implementation
• Champion a customer-centric culture, ensuring every team interaction reflects BuildOps’ commitment to excellence and empowering commercial contractors
• We have customers across the US and Canada, so our top candidates should be ready, willing, and able to travel and assist with our customers. Up to 25% travel target for the position