Manager of Customer Success – Corporate
| Company | BuildOps |
|---|---|
| Location | Raleigh, NC, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Junior, Mid Level |
Requirements
- 1+ years of proven leadership and management skills, with experience building, mentoring, and scaling Customer Success teams.
- Experience building Customer Success processes and best practices to ensure customers achieve desired outcomes.
- Exceptional people skills: empathetic, adaptable, confident, and skilled in building trust across diverse personalities and customer stakeholders.
- Strategic thinker with strong analytical and problem-solving abilities.
- Deep expertise in managing complex customer relationships and fostering executive-level partnerships.
- Customer advocate that ensures customer needs are met and they receive the maximum value from the platform.
- Proactive individual who anticipates customer needs and executes quickly.
- Highly organized with impeccable attention to detail and the ability to prioritize in a dynamic environment.
- Proficiency with Customer Success tools like Gainsight and Salesforce, and a data-driven approach to decision-making.
- Familiarity with accounting ERP systems (e.g., QuickBooks, Sage, Viewpoint) or the commercial contractor industry is a strong plus.
- Willingness to travel up to 25% to support on-site implementations and customer engagement.
- Bachelor’s degree (B.A. or B.S.) preferred; startup experience is a plus.
Responsibilities
- Lead, mentor, and develop the Customer Success team, including hiring, performance management, and career development.
- Oversee the onboarding, training, and ongoing support for customers, ensuring maximum value from BuildOps.
- Own key performance indicators (KPIs) for the Customer Success team, such as Net Promoter Score (NPS), revenue retention, and expansion metrics.
- Act as a strategic partner and escalation point for key customer accounts, resolving challenges and fostering satisfaction and advocacy.
- Proactively identify at-risk accounts, develop and execute tailored retention strategies.
- Monitor and enhance customer engagement to drive adoption of BuildOps’ mission-critical software.
- Implement and refine Customer Success processes and best practices to ensure customers achieve desired outcomes.
- Standardize and scale team systems, workflows, playbooks, and best practices to improve outcomes and efficiency while supporting a growing customer base.
- Leverage data analytics to identify trends, uncover opportunities, and implement improvements that drive success for both customers and BuildOps.
- Work with the leadership team to develop and execute strategies for customer retention and expansion.
- Work closely with company leadership to align Customer Success strategies with overall company goals and mission.
- Serve as the voice of the customer by collecting and synthesizing feedback to influence product development and company priorities across Product, Sales, and Implementation.
- Champion a customer-centric culture, ensuring every team interaction reflects BuildOps’ commitment to excellence and empowering commercial contractors.
Preferred Qualifications
- You have tech start-up experience.
- You have experience in and around the speciality contractor or construction world.