Director of Customer Success

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Buildout

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Real Estate • SaaS • B2B

Buildout is a technology company that specializes in providing comprehensive commercial real estate (CRE) software solutions. Their platform offers tools for deal management, CRM, marketing, and transactions designed to help commercial real estate brokers find, win, and close more listings. Buildout leverages AI and integrative technologies to enhance CRM, streamline marketing processes, and enable efficient property data analytics, ensuring brokers can operate their businesses more effectively and with greater insight.

51 - 200 employees

Founded 2016

🏠 Real Estate

☁️ SaaS

🤝 B2B

📋 Description

• Leveraging our CS platform, Planhat, design and build automated triggers and playbooks based on activity (e.g. usage data, NPS scores, customer sentiment) to identify early warning signs, drive adoption, improve retention, and surface opportunities for cross-sell • Manage CS Operations Specialist to ensure technical build-out, data integrity, reporting, and maintenance within the CS platform are executed flawlessly • Collaborate with cross-functional leaders (Account Management, Billing, Implementation, Support) to solidify 'swim lanes' and rules of engagement to ensure a unified customer communication experience with seamless hand-offs that feel like magic to the customer • Lead the strategy and support the creation of proactive, educational content (e.g., webinars, training videos, LMS courses) • Manage Customer Success Manager(s), whose responsibilities focus on getting on the phone with customers to train, answer questions, and enable them to integrate the product seamlessly into their day-to-day • Own critical company retention KPIs and drive lead generation for our sales and account management organizations • Define, track, and report on key metrics and outcomes, producing senior leadership visibility into the success of our efforts • Develop the KPIs and quarterly goals for your team, aligning initiatives with company goals, prioritizing and clearly articulating what will be deferred or deprioritized, and ensure resources are always aimed at the highest value work • Recruit, coach, and performance manage a growing Customer Success team, including a Customer Success Operations Specialist and customer-facing Customer Success Manager(s), ensuring the team is highly skilled and effective

🎯 Requirements

• 3+ years of experience in post-sale, customer-facing roles • 2+ years of experience managing CSMs or similar post-sale customer-facing roles • Experience designing and building triggers and playbooks in a customer success platform such as Planhat, Gainsight, ChurnZero • Proven ability to drive results, with a track record of hitting retention and cross-sell referral targets

🏖️ Benefits

• Impactful insurance and benefit options, including 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