Customer Success Manager

Summary

Join Builder.io's Customer Success team as a Commercial Customer Success Manager to support our fast-growing Commercial segment. Manage a high-volume book of mid-market customers, driving product adoption and consulting on solutions. Lead scaled customer programs, partner with Account Executives and Customer Engineers, and respond to customer needs via various channels. Create and iterate on self-service content, champion customer insights to shape Builder's roadmap, and contribute innovative ideas. This proactive role requires measurable improvements in customer adoption, retention, and satisfaction. Success means helping customers realize value faster through data-driven opportunities and experiments.

Requirements

• Have 3+ years of experience in Customer Success, Account Management, or a customer-facing SaaS role
• Are energized by solving problems at scale - whether that means jumping into a support thread or launching a new email series
• Are organized, analytical, and comfortable managing a high volume of customers and priorities
• Communicate clearly, concisely, and persuasively -especially over async channels
• Love fast-moving, early-stage environments and are comfortable with ambiguity
• Are tech-savvy and curious - eager to learn new tools and translate complex ideas into simple outcomes
• Have a knack for pattern recognition and a bias toward action when you spot opportunity

Responsibilities

• Manage a dynamic, high-volume book of business made up of Builder’s mid-market customers
• Drive product adoption by proactively identifying usage gaps and consulting with customers on solutions
• Lead and support scaled customer programs such as webinars, office hours, and lifecycle campaigns
• Partner closely with Account Executives and Customer Engineers to align on customer outcomes
• Respond to inbound customer needs via channels like email and Slack, balancing speed and strategic insight
• Create and iterate on content to help customers self-serve and grow, including guides, playbooks, and in-app messaging
• Champion the customer by sharing insights with Product, Engineering, and Marketing to shape Builder’s roadmap and GTM motions
• Contribute ideas, experiments, and innovations that improve how we deliver value at scale

Preferred Qualifications

• Experience working in a pooled or digital CS model
• Experience supporting developers or technical products
• Experience building lifecycle content or using tools like HubSpot, ZenDesk, or Coda
• Familiarity with the world of digital experience, vibe-coding, headless CMS, or front-end frameworks

Benefits

• Unlimited time off. 3 weeks is the minimum that we will ask you to take each year
• Mental health days. We encourage you to take at least one per quarter to recharge
• Paid parental leave. 12 weeks of full pay for the birth and care of a newborn child, or for the placement of a child for adoption or foster care
• $500 home office improvement budget. Help get what you need to be comfortable working in a digital-first environment
• $500 annual learning & development budget. Feel supported and empowered to continue developing your skills
• Co-working space reimbursement. Work from any WeWork at anytime with an All Access pass, or reimburse up to $300/month at another local co-working space
• Health Insurance. 100% employer-paid premiums for medical, dental, and vision insurance for employees, and 50% covered for eligible dependents
• Additional Insurance. Depending on location, Builder covers your life insurance, short- and long-term disability, and you'll have access to supplemental benefits like accident and critical illness insurance
• 401k (for US based team members). Contribute to your financial future through our Guideline plan
• Real equity. We have a four year vesting schedule with a one year cliff. We also have a ten (10!!) year exercise window 🤯 (yeah, we're pretty stoked about it!)