Enterprise Customer Success Manager

Summary

Join Builder.io's Customer Success team as an Enterprise Customer Success Manager and work with high-growth, strategic customers to ensure their success using Builder's product. You will manage a portfolio of enterprise accounts, nurture customer relationships at all organizational levels, and project manage technical implementations. Monitor customer performance, address issues, and collaborate with engineering and product teams to improve the product based on customer feedback. Share best practices, strategize with customers, and maintain expert-level product knowledge. This role requires strong customer-facing experience in SaaS, particularly in marketing or e-commerce technology, along with experience working with C-level executives and technical teams. You'll need to be a proactive problem-solver, comfortable with ambiguity, and a team player.

Requirements

• 5+ years of customer-facing, consulting, or sales management experience in SaaS (marketing or ecommerce technology strongly preferred)
• Experience working with both middle management and C-level executive personas
• Experience with technical products and/or demonstrated aptitude when working with technical teams
• Demonstrate an understanding of the needs of growing businesses, including emerging digital trends and e-commerce trends (Ecommerce experience strongly preferred)
• Passion for helping customers and being proactive when it comes to what’s best for the partnership
• Proactive problem solver. High reliability, detail-oriented and outstanding follow-through
• Ability to work individually and collaboratively within a team environment
• Comfort with ambiguity, and not afraid to fail or make mistakes. Receptive to feedback and quick to iterate (early stage experience strongly preferred)
• Tech savvy and eagerness to learn new technology and practices

Responsibilities

• Manage a book of business including some of our largest, most strategic customers to date
• Nurture existing customer relationships across varying levels of any organization, including the C-suite
• Project manage completion of technical implementation steps alongside Customer Engineering
• Monitor new and existing customer performance and address any open issues to ensure timely resolution and great customer experience
• Work with your manager to identify compelling plans for continued growth across your customer base
• Be consistently focused on retaining and exceeding the company’s customer retention through value-driven activities
• Work closely with the product and engineering team to influence new product features and functionality based on customer feedback
• Share best practices, strategize with customers on digital priorities and investments to drive growth
• Maintain an expert level understanding of the Builder product, along with larger e-commerce & product industry knowledge
• Bring your thinking, strategy and ideas to the team to advance our creative culture and vision for the future

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!)