Buildout

Customer Success Manager

Buildout

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $70,000 - $90,000 per year

About the role

  • Get on the phone with customers regularly to provide hands-on training, answer questions, and enable them to integrate the product seamlessly into their day-to-day work
  • Leverage our CS platform, Planhat, to follow automated playbooks and engage customers based on activity (e.g., usage data, customer sentiment) to drive adoption
  • Collaborate closely with Support, Account Management, and Implementation teams to ensure seamless hand-offs and a unified customer communication experience
  • Lead small-group and one-on-one training sessions tailored to the specific needs of individual brokers to accelerate their time-to-value
  • Support the creation and distribution of proactive, educational content (e.g., training videos, webinars)
  • Capture customer feedback, product needs, and feature requests to share with the Product team, acting as the voice of the broker
  • Ensure customers are aware of and successfully utilizing all relevant features within our flagship products
  • Perform against retention and lead generation KPIs
  • Identify opportunities for account expansion, cross-sell, or new product interest during customer interactions and seamlessly hand those off to the Account Management team
  • Practice excellent data hygiene, so we can effectively report on key metrics related to your customer segment

Requirements

  • 2+ years of experience in post-sale, customer-facing roles for a SaaS product
  • Proven ability to manage a high volume of customer accounts and proactively drive engagement
  • Experience in leading training sessions or product demonstrations, both over the phone and via video conference
  • Familiarity with leveraging customer success platforms (like Planhat, Gainsight, or ChurnZero) to monitor and manage customer health
  • A track record of identifying and referring potential expansion or upsell opportunities
  • Bonus: a passion for real estate technology or experience supporting the Commercial Real Estate industry
Benefits
  • Impactful insurance and benefit options, including 2 medical plans to choose from, 100% coverage of employee dental and vision insurance premiums, HSA seed, company-paid STD, LTD, life insurance, and telemedicine, and a wellness benefit of $400/year.
  • Policies that support a healthy work/life harmony, including Flexible PTO, 14 paid company holidays, paid parental leave, and give back days
  • 401(k) with 4% company match and immediate vesting
  • A fully remote work culture with a monthly remote work reimbursement ($600/year) to support our distributed team and an annual, in-person company kickoff
  • Challenging problems to solve with a committed and supportive team who are invested in your growth and development
  • A wonderfully quirky culture where you’re encouraged to bring your whole self to work
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer engagementtraining sessionsproduct demonstrationsdata hygieneKPI performanceaccount managementcustomer feedback analysisfeature utilization
Soft Skills
communicationcollaborationproactive problem-solvingcustomer advocacyadaptability