Built

Customer Success Manager

• Lead the Client Success team and Managers of Client Success
• Establish organizational structure, strategic priorities, and performance accountability
• Develop and implement organization-wide client success strategy, playbooks, and operating methodologies
• Hire, develop, and mentor CS managers and senior leaders
• Set performance expectations and metrics; monitor NRR, retention, adoption, and expansion results
• Partner with Sales, Implementation, Product, and Finance across the client lifecycle
• Lead strategic client relationships and executive-level conversations for important accounts
• Drive innovation in client success approaches, tooling, and engagement models
• Develop annual forecasts and business plans for retention and expansion targets
• Represent function performance and strategy to executive leadership
• Champion AI and automation adoption across the function
• Build scalable systems enabling the team to manage more clients effectively
• Deliver a high-performing Client Success organization within six months

Senior Manager, Client Success – Lender

Product Manager

• Own definition, execution, and delivery for the product area, including writing PRDs, grooming backlogs, and planning sprints
• Collaborate with application teams to understand needs and translate them into a prioritized platform roadmap
• Partner with the Platform Engineering Director on scale, reliability, and developer productivity investments
• Understand customers deeply and identify problems and solutions
• Define Platform team success metrics and OKRs; prioritize the roadmap based on evidence
• Drive zero-to-one product efforts from customer discovery through design, delivery, and iteration
• Present roadmaps, delivery plans, and product demos in internal and customer-facing forums
• Partner with GTM teams on go-to-market strategy and adoption of launched capabilities
• Provide feedback on engineering designs and drive implementation-level trade-offs
• Improve collaboration between Platform and Application teams, decision-making velocity, and PM team practices
• Leverage AI tools for drafting, analysis, summarization, problem-solving, workflow automation, decision-making, and sharing best practices

Staff Product Manager – Platform

Account Manager

• Build the end-to-end partner lifecycle: sourcing, qualification, contracting, onboarding, performance management, and renewal/expansion
• Define partner tiers, SLAs, and quality standards for service levels to lender, owner, and GC customers
• Create onboarding playbooks, performance tracking, and escalation paths for a scalable vendor network
• Source, evaluate, negotiate, and close partnerships with inspection, appraisal, title and closing, environmental, and other diligence vendors
• Run outbound programs across the existing vendor network to identify improvement, service, or pricing opportunities
• Identify, evaluate, and prioritize service categories for the Marketplace catalog
• Define partnership strategy and ideal partner profiles
• Build commercial frameworks including revenue share, referral fees, SaaS bundles, and procurement margin
• Partner with Legal and Compliance on agreement templates and vendor qualification criteria
• Work with Product and Engineering on partner APIs, marketplace UX, and order management
• Close and onboard the first cohort of vendor or channel partners and establish live transactions on the Built platform
• Develop an evidence-based roadmap for future supply-side categories
• Leverage AI for drafting, analysis, summarization, problem-solving, workflow automation, decision-making, and strategic insights
• Share effective AI use cases and best practices with the team

Marketplace Partnerships Lead

Research Engineer

• Help design and build durable, reusable Marketplace platform services, including purchase orders, contract terms, invoicing rails, and workflow/status state machines
• Build prototypes and MVPs for new marketplace products and validate ideas directly with customers
• Support quality, craftsmanship, adoption, and usability improvements on launched products
• Build and refine agent harnesses and AI/LLM-integrated workflows using document-extraction tooling and models such as Claude, Gemini, and OpenAI
• Use internal evaluation tooling to test and improve shipped solutions
• Participate in customer discovery conversations and synthesize findings for product and engineering leads
• Partner with staff engineers on system design decisions
• Mentor newer engineers as ownership grows
• Identify and fix workflow friction within project scope
• Ship meaningful work across platform primitives, new product prototypes, or live-product adoption improvements

Senior Manager, Client Success – Lender

Staff Product Manager – Platform

Marketplace Partnerships Lead

Senior Innovation Engineer, Marketplace