Customer Success Manager

Summary

Join BuildOps as our Customer Success Manager and help build out a critical function for this well-funded, fast-growing technology startup. You will be responsible for executing success plans focused on customer retention and expansion. This remote position, based in Toronto, requires strong analytical thinking and a dedication to exceptional customer experiences. You will build strong customer relationships, become a BuildOps product expert, and monitor customer health metrics. The role involves up to 50% travel across the US and Canada. BuildOps offers a competitive salary, comprehensive benefits, unlimited paid time off, and flexible work schedules.

Requirements

• 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 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, and Jira
• B.A. or B.S. degree

Responsibilities

• Build strong relationships with key customer stakeholders to ensure customers are getting maximum value from our products
• Become a BuildOps product expert to teach and enable customers to utilize our platform to its full potential
• Identify customer’s business workflows, pain points, and goals to develop solutions and workflows that meet their goals
• Monitor customer health metrics and usage data to proactively address issues and drive adoption
• 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
• Develop customer references, success stories, and identify referral and expansion opportunities
• Work in a highly collaborative environment to share knowledge and best practices to continuously improve our success team
• Travel onsite to our customers’ office locations in order to assist with their initial BuildOps implementation and develop success plans

Preferred Qualifications

• 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

Benefits

• $70-100K base + bonus and equity
• A comprehensive benefits package
• Unlimited paid time off
• Flexible and hybrid work schedules (this particular role can be REMOTE)
• Company events like BBQs and team-building activities, both in-person and virtual
• Talented and motivated team members who care deeply about one another (seriously, everyone is rooting for your success!)
• The chance to get in on the ground floor and build something truly groundbreaking for ourselves and our amazing customers