Customer Success Manager, BuildOps

• The ideal candidate is someone who works hard, demonstrates strong analytical thinking, and is passionate about driving measurable value and outcomes for their customers
• 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
• 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 mid-market 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

Desirable

• As our Mid-Market 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 mid-market customers, 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
• Customer Engagement: Build strong relationships with key customer stakeholders utilizing both digital-first engagement and proactive touchpoints. Manage a healthy portfolio of mid-market accounts, ensuring customers are getting maximum value from our platform at every stage of their journey
• Product Expert & Educator: Become a BuildOps product expert to teach and enable customers to utilize our platform to its full potential. Drive feature adoption across your portfolio and proactively share best practices around new feature releases to maximize customer outcomes
• Success Planning: 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
• Portfolio Health & Risk Management: Monitor customer health scores and usage data across your portfolio to proactively identify risk signals and intervene before issues escalate. Execute defined mid-market playbooks to address at-risk customers and manage proactive portfolio risk with urgency and precision
• Customer Champion & Cross-Functional Coordinator: 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
• Advocacy & Account Growth: Develop customer references, success stories, and identify referral and expansion opportunities
• Cross-Functional Collaboration & Segment Development: 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 mid-market playbooks and help drive segment-level insights and best practice development to continuously elevate how we serve our mid-market customers
• Enjoy Travel: 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