Senior Manager, Client Success – Lender

Built

Senior Client Success leader scaling retention and expansion for Built’s AI-powered real estate finance platform. Leading managers, strategic lender accounts, and organization-wide customer success strategy.

Posted 9/10/2026full-timeNashville • Tennessee • 🇺🇸 United StatesSenior💰 $150,000 - $180,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in developing and implementing client success strategies, managing high-performing teams, and driving innovation in client engagement models. Proven ability to partner with executive leadership and leverage AI tools for strategic insights and operational efficiency.

Highest-signal resume keywords

Client Success Strategy DevelopmentTeam Leadership in High-Growth SaaSExecutive Communication SkillsAI Tool Utilization for Workflow AutomationExperience in Commercial Banking

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Client Success ManagementPerformance Metrics MonitoringScalable Engagement ModelsHealth ScoringExpansion PlaybooksNet Revenue RetentionOrganizational DevelopmentBusiness PlanningForecastingStrategic Account Management

Soft Skills

MentoringCollaborationProblem-SolvingAdaptabilityExecutive Presence

Tools & Technologies

AI ToolsClient Success SoftwarePerformance Tracking SystemsEngagement PlatformsAutomation Tools

Industry Keywords

SaaSFintechLending InstitutionsCompliance WorkflowsCommercial Real Estate Finance

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

8–12+ years of experience in client success, customer success, or strategic account management
3–5+ years leading multi-level teams or managing a client success function in a high-growth SaaS or fintech environment
Proven organizational builder with experience developing CS managers and senior individual contributors
Deep expertise in client success strategy, including scalable engagement models, health scoring, expansion playbooks, and SaaS net revenue retention levers
Ability to partner with executive leadership on strategy and translate growth objectives into CS operating plans
Executive presence and communication skills to represent the CS function at the senior leadership level
Deep familiarity with lending institutions, draw management, compliance workflows, commercial real estate finance, or commercial banking
Comfort with complexity and the pace of a high-growth company
Ability to leverage AI tools for drafting, analysis, summarization, problem-solving, workflow automation, decision-making, and strategic insights

Benefits

Comp & perks

Equity in the form of stock options
Market-current medical, dental and vision coverage
Unlimited PTO policy
Competitive benefits
Uncapped vacation [US ONLY]
Learning Grant program to support ongoing professional development
401k with match and expedited vesting [US ONLY]
Opportunity to radically disrupt a $1.5T industry
Company gatherings, such as Connect Week
Reasonable accommodations for qualified individuals with disabilities