Strategic Customer Success Manager

Summary

Join BuildOps, a fast-growing technology startup, as a Strategic Customer Success Manager. You will manage relationships for a large, multi-location customer, acting as the BuildOps expert and primary point of contact. This role involves driving platform adoption, providing strategic guidance, and ensuring customer success. Regular travel to customer locations is required for implementation, training, and strategic planning. You will build strong relationships with key stakeholders, manage complex customer relationships, and deliver executive business reviews. The position is remote when not on-site, offering a unique opportunity to contribute to a critical company function and make a significant impact on the commercial contracting industry.

Requirements

• Located in Charlotte, North Carolina
• 3+ years of customer success, account management, or relationship management experience with enterprise or strategic customers
• 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, Intercom, 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
• Travel to customer locations as needed to support implementation, training, and strategic planning efforts. You’ll be seen as an extension of their team
• Deep expertise in managing complex customer relationships and fostering partnerships, including delivering executive business reviews to C-level contacts
• 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

• Competitive base salary + annual bonus
• Generous equity grant, become an owner in our company!
• A comprehensive benefits package
• Flexible PTO and hybrid work schedules
• Work from home sitpend
• Company events like BBQs and team-building activities, both in-person and virtual
• Fast-paced, collaborative, and dynamic work environment
• Opportunities for growth and career advancement
• Chance to work with cutting-edge technology and innovative solutions