Customer Success Manager, Commercial Scaled

At BuildOps, we're building a groundbreaking software solution purpose-built to support today's commercial contractor. From service management to project operations, we're assembling a team that's deeply invested in our mission. We love driven, self-motivated people who thrive in fast-paced environments. Could you be our next hire? As a Customer Success Manager on our Commercial Shared Customer Success Team, you'll join a well-funded, fast-growing technology startup with a unique opportunity to help shape and scale a critical customer segment. You'll manage a portfolio of commercial accounts, drive platform adoption and utilization, execute defined success playbooks, and proactively identify and address portfolio risk. Our engagement model is built for scale, delivering value through Intercom and email communication, structured customer calls, webinars, office hours, and annual business reviews. The ideal candidate works hard, thinks analytically, and is passionate about driving measurable outcomes for their customers. What You'll Do Customer Engagement: Build strong relationships with key customer stakeholders through a scalable, digital-first engagement model. Manage a healthy portfolio of shared commercial accounts through structured touchpoints including defined customer calls, email and Intercom communication, webinars, office hours, and annual business reviews with a goal of ensuring customers derive maximum value from our platform at every stage of their journey. Product Expertise & Enablement: Become a BuildOps product expert and teach customers how to leverage the platform to its full potential. Drive feature adoption across your portfolio, proactively share best practices around new releases, and help customers achieve measurable outcomes. Success Planning: Develop and execute tailored success plans with a clear emphasis on value realization. Identify customer business workflows, pain points, and goals to build solutions that drive adoption, support retention, and create expansion opportunities. Portfolio Health & Risk Management: Monitor health indicators and usage data across your portfolio to proactively identify risk signals and intervene before issues escalate. Execute commercial playbooks — including churn signal responses to health score drops, low usage, and escalations — to manage at-risk accounts with urgency and precision. Customer Champion & Cross-Functional Coordinator: Serve as a proactive escalation point and tireless customer advocate. De-escalate difficult customer situations professionally and coordinate seamless handoffs with Professional Services, Customer Support, and the Customer Experience team to ensure a consistent, high-quality experience at every stage of the customer journey. Cross-Functional Collaboration & Segment Development: Partner with Business Development, Product & Engineering, Sales, Professional Services, and Marketing to align on customer needs and drive company-wide outcomes. Contribute ideas to commercial playbooks and help generate segment-level insights that continuously elevate how the Commercial Shared Team serves our customers at scale. What We Look For 2+ years in Customer Success, account management, or relationship management, ideally within B2B SaaS, field service, construction technology, ERP, or operations software Exceptional interpersonal skills being empathetic, patient, confident, and effective across a wide range of personality types Excellent written and verbal communication skills, with the ability to explain complex software concepts clearly and concisely through email, video calls, and digital channels Communicates reliably and consistently, internally and externally, with timely follow-through Highly organized, with the ability to manage a large portfolio, prioritize competing demands, and stay aligned to customer and company goals; maintains strong account hygiene including updated contacts, logged risks, and documented next steps Comfortable executing within structured playbooks while showing initiative to contribute improvements over time Able to set appropriate boundaries around customer requests, scope, and support vs. CS expectations Self-motivated, fast-learning, and able to thrive in a dynamic startup environment Actively adopts CS tools and AI agents not limited to Gainsight, Gong, Glean, Salesforce, Intercom, and Sigma and navigates them effectively and independently day-to-day Familiarity with Salesforce, Gainsight, Service Cloud, and/or Jira (or the ability to learn quickly) B.A. or B.S. degree Bonus Points Experience in a fast-growing B2B SaaS company, ideally in a commercial or mid-market segment success role Familiarity with digital CS engagement models, tech-touch strategies, or AI-assisted customer success workflows Experience becoming a platform expert in an ERP, operating platform, or similar enterprise software Core understanding of commercial field service workflows and customer business objectives; familiarity with industry terminology such as work orders, dispatch, and job costing Background in the specialty contractor or commercial construction industry Experience with accounting ERP systems such as NetSuite, QuickBooks Online, Sage 300 Experience with business intelligence and reporting tools such as Power BI or Sigma Compensation: Raleigh and remote: $72,000 - 90,000k base salary range + annual bonus opportunity LA/SF: $76,000 - $95,000k base salary range + annual bonus opportunity Toronto: $66,000-$83,000k base salary range + annual bonus opportunity What we offer: Generous equity grant, become an owner in our company! A comprehensive benefits package Flexible PTO and hybrid work schedules One-time work-from-home allowance Hubs in Los Angeles, San Francisco, Toronto, and Raleigh with hybrid work schedules and lunch provided for in-office days Company events and team-building activities, both in-person and virtual Fast-paced, collaborative, and dynamic work environment Opportunities for growth and career advancement Chance to work with cutting-edge technology and innovative solutions The chance to get in on the ground floor and build something truly groundbreaking for ourselves and our amazing customers We welcome applicants from across the U.S. where we are registered to do business and able to support employment. Currently, this excludes the following states: Alaska, Hawaii, Kentucky, Mississippi, Nebraska, New Mexico, North Dakota, Rhode Island, South Dakota, West Virginia, and Wyoming. This list is based solely on operational and compliance considerations and is reviewed from time to time as our footprint grows. About BuildOps Join BuildOps, the largest commercial trade platform in the country, as we transform the multi-billion dollar commercial contracting industry! We’re not just talking incremental improvements—we’re talking a full-scale revolution, empowering the hardworking heroes who build and maintain the infrastructure that keeps our world running. See why contractors choose Buildops here . This is your chance to be part of a rocketship. We’re fresh off a $1 billion valuation and a $127M Series C funding round (part of over $275M raised to date) led by industry-leading investors like Meritech Capital, BOND, and SE Ventures, backed by Schneider Electric ( Reuters , TechCrunch , LA Business Journal ) . Our latest investors join our team of industry heavyweights like Next47, former Twitter CEO Dick Costolo, former Salesforce President Gavin Patterson, and Boost Mobile CEO Stephen Stokols. Their investment is fueling our aggressive growth and our commitment to equipping contractors with AI-driven tools to conquer chaos, boost efficiency, skyrocket profitability, and ultimately, deliver exceptional service. At BuildOps, we’re changing the game and doing the best work of our careers. You’ll be a key player in a company that’s truly making a difference for the backbone of our economy. If you’re ready to tackle big challenges, work with a passionate team, and build something extraordinary, BuildOps is the place for you. 🚀 BuildOps is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law. BuildOps will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act pursuant to applicable local and state laws. BuildOps recruiters will only contact candidates through official channels and will never ask for payment, banking details, or sensitive personal information during the interview process. Verify all openings at https://buildops.com/careers . Report suspicious outreach to reportfraud.ftc.gov and [email protected]. We review every report, but may not be able to respond individually. BuildOps is not responsible for losses from fraudulent postings.

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