Customer Success Regional Manager, Builder
No-code AI-powered software development
Job no longer available
No-code AI-powered software development
1001+ employees
Job no longer available
1001+ employees
Company mission
To make app building so easy everyone can do it – regardless of their background, tech knowledge or budget.
Role
Who you are
- Proven work experience as a Customer Success leader or similar role for fast scaling SaaS products
- Experience in building and scaling a customer success org through few thousand customers to tens of thousands of customers is preferred
- Experience working with brand image and promoting value through customer experience
- Exceptional ability to communicate and foster positive business relationships
- Experience working with data to understand trends and formulate action plans
- Accountability, personal organization, and high degree of customer empathy are essential
- Experience in managing a diverse group and training each according to company standard
What the job involves
- We are looking for a Senior Customer Success Manager for the Studio Store product line who can set the Customer Success strategy, implementing and shaping best practices across our US team and customer base
- You’ll be leading a global team of customer success managers working across our Studio Store and Pro products, and the successful candidate will be customer focused, data driven and able to work successfully at scale by leveraging the capabilities of the organisation to maximise automation and self service solutions for customers
- Set the customer success strategy, define the target operating model and collaborate across the organisation to ensure continually alignment with sales, technical support and product teams
- Hire and train the very best Customer Success Managers to deliver high levels of customer satisfaction
- Scale the support org to provide product support globally, across product lines, and through multiple channels
- Line manage the team, creating a strong team culture, conducting regular 1-1s and team meetings, ensuring decisions, plans, goals are shared, and that issues are resolved in a timely manner
- Lead by example when necessary, by taking a hands-on approach with clients, demonstrating to your direct reports what best-in-class looks like both in terms of operational effectiveness and client communication
- Take a data driven approach with relevant lead / lag indicator dashboards to monitor weekly and monthly performance of team against key customer success KPIs
- Optimise, manage and oversee all relevant execution processes, making the customer experience as smooth as possible, and at all times optimising for customer happiness
- Define (and continuously refine) customer success best practices and processes across our global teams
- Take the lead as hands-on Customer Success Manager for our our most active and dynamic customers
Our take
Dramatic shifts over the last few years have forced businesses to reimagine their engagement practices, obliging many to increase or add an online presence. With little expertise or budget, a market blossomed for low-budget and low-code software solutions for businesses of all scales, and Builder, founded in 2012, was quick to capitalize on this.
Its headless CMS platform enables users to drag-and-drop to build highly customized low-code software-like apps in as little as a day, then helps users scale and maintain their product. Tapping into this non-expert market with a uniquely easy interface no doubt helped Builder’s user base grow nearly 3x, adding customers like NBC and the BBC to its roster.
With low code development platforms expected to account for 65% of application development by 2030, and become in itself a nearly $200 billion market, a service providing unrivaled ease of use is likely to win big with customers in need of low-complexity software.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
May 2023
$250m
SERIES D
Mar 2022
$100m
SERIES C
Total funding: $445m
Company benefits
- Hybrid working model
- Family friendly policies
- Private healthcare
- Stock options
- Variable pay schemes
- Generous paid annual leave
- Family Days - 2 additional days off
- Time off between Christmas and New Year
- Learning and development budget
- Regular team, office, and company-wide celebrations
Company HQ
Paddington, London, UK
Leadership
Sachin Dev Duggal
(Co-Founder)After graduating from Imperial College London and MIT, they worked as an Advisor and Consultant at Deutsche Bank AG. Before co-founding Bulder.ai, they founded Nivio, which hosted virtual desktops and co-founded Shoto, which collates photographs for friends.
Saurabh Dhoot
(Co-Founder)Also graduating from Imperial College London, they co-founded FC Goa, a professional football franchise in India, and founded Videcon D2H Ltd, a direct broadcasting satellite service, before co-founding Builder.ai.
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