Buildout

Customer Success Manager

• Leveraging our CS platform, Planhat, design and build automated triggers and playbooks based on activity (e.g. usage data, NPS scores, customer sentiment) to identify early warning signs, drive adoption, improve retention, and surface opportunities for cross-sell
• Manage CS Operations Specialist to ensure technical build-out, data integrity, reporting, and maintenance within the CS platform are executed flawlessly
• Collaborate with cross-functional leaders (Account Management, Billing, Implementation, Support) to solidify 'swim lanes' and rules of engagement to ensure a unified customer communication experience with seamless hand-offs that feel like magic to the customer
• Lead the strategy and support the creation of proactive, educational content (e.g., webinars, training videos, LMS courses)
• Manage Customer Success Manager(s), whose responsibilities focus on getting on the phone with customers to train, answer questions, and enable them to integrate the product seamlessly into their day-to-day
• Own critical company retention KPIs and drive lead generation for our sales and account management organizations
• Define, track, and report on key metrics and outcomes, producing senior leadership visibility into the success of our efforts
• Develop the KPIs and quarterly goals for your team, aligning initiatives with company goals, prioritizing and clearly articulating what will be deferred or deprioritized, and ensure resources are always aimed at the highest value work
• Recruit, coach, and performance manage a growing Customer Success team, including a Customer Success Operations Specialist and customer-facing Customer Success Manager(s), ensuring the team is highly skilled and effective

Director of Customer Success

Product Manager

• Execute a comprehensive product strategy that aligns with the company's overall goals and market opportunities, specifically focused on accelerating the ROI and value in our strong product suite via next generation capabilities (like AI) and exceptional user experience.
• Identify market trends, customer needs, and competitive landscape to inform product roadmap and innovation.
• Assess the current product portfolio and identify opportunities for better integration and innovation, aimed at workflow optimization.
• Think outside the four walls of each product, understanding periphery tools or supporting resource development that could drive better revenue growth or retention.
• Develop strategies to retain and grow the existing customer base by delivering exceptional product experiences and addressing customer pain points.
• Work closely with the sales and marketing teams to develop go-to-market strategies that drive customer acquisition, upsell, and expansion.
• Implement processes and practices that improve product development efficiency, reduce time-to-market, and enhance product quality.
• Optimize resource allocation, ensuring that product teams are focused on high-impact projects and initiatives.
• Lead, mentor, and inspire a high-performing product management and design team, fostering a culture of innovation, collaboration, and accountability.
• Collaborate with engineering, design, sales, marketing, and customer support teams to ensure alignment and successful execution of product initiatives.

SVP of Product

Full-stack Engineer

• Build, maintain, and refine CRE marketing tools as part of the development team.
• Work closely with Product team members to build and improve industry-leading products.
• Understand customer needs and engineer elegant solutions.
• Iterate on work to meet Buildout Quality standards.
• Break down large projects into smaller manageable components for the team.
• Collaborate with Product Manager and UX Designer to ensure a consistently great user experience.
• Conduct thorough code reviews and pair on challenging issues to drive accountability.

Software Engineer

Account Manager

• Develop and execute MidMarket Account Management strategy in partnership with the VP of Sales
• Develop and execute upsell/cross-sell strategy aligned with company growth objectives
• Build scalable playbooks and sales motions for expansion opportunities within accounts
• Establish clear upsell/cross-sell goals and KPIs for the team and monitor pipeline activity
• Guide Account Managers in proactively uncovering client needs and matching them to solutions
• Design account segmentation models to prioritize expansion potential
• Monitor pipeline activity, forecast accurately, and ensure consistent attainment of growth targets
• Implement consistent pipeline reviews, deal coaching, and account planning sessions
• Partner with RevOps to design reporting dashboards that measure upsell/cross-sell performance
• Stay current on the CRE landscape, customer businesses, and competing/complementary technology
• Hire, coach, and maximize a team of Account Managers; manage capacity and headcount without compromising coverage
• Report to the Vice President of Sales and help drive customer strategy and product innovation

Director of Customer Success

SVP of Product

Software Engineer

Director, Account Management