Manager, Customer Success - job 1 of 2

At BuildOps, we’re building a groundbreaking software solution, purpose-built to support today’s commercial contractors. From helping our customers manage their businesses from quick service calls to full project management, we’re breaking the mold and building a team that invests in our mission statement. We love driven, self-motivated individuals experienced in tech start-ups and eager to thrive in fast-paced environments. Could you be our next hire?

As Manager of Customer Success, you will join a well-funded, fast-growing technology startup with the unique opportunity to help build out a critical function for the company. While prior account management experience and/or familiarity with the commercial contractor industry is highly valued, the ideal candidate is someone who works hard, demonstrates strong analytical thinking, and is willing to go above and beyond to help customers succeed on our platform.

What We Look For:

• Proven leadership and management skills, with at least 2 years experience building and scaling Customer Success teams.
• Ability to coach and mentor, with a track record of supporting new hires and encouraging growth in established team members.
• 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 both internal and external 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.

What You’ll Do:

• 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.

Where you’ll go (and how often):

• We have customers across the US and Canada, so our top candidates should be ready, willing, and able to travel and assist with our customers. Up to 25% travel for the position. 

Bonus:

• You have tech start-up experience
• You have experience in and around the speciality contractor or construction world