Senior Client Success Manager

🔥 20 hours ago

🇺🇸 United States – Remote

💵 $110k - $130k / year

⏰ Full Time

🟠 Senior

🤝 Client Partner

🦅 H1B Visa Sponsor

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Built

WebsiteLinkedInAll Job Openings

201 - 500 employees

💸 Finance

🏠 Real Estate

☁️ SaaS

Finance • Real Estate • SaaS

Built is a company that specializes in providing a cloud platform for construction financing and project management. Their services include construction loan administration, asset and portfolio management, project financials, and payment management. Built streamlines construction loan management with tools for draw and budget management, draw inspections, and risk mitigation. The platform integrates with QuickBooks® Online to help manage budgets, invoices, compliance tracking, and payments, facilitating efficiency and accuracy across construction projects. With a focus on centralization and improved workflows, Built serves lenders, contractors, and real estate professionals, aiming to enhance construction finance management.

📋 Description

• Own the strategic relationship and post-implementation success for Built's most important and complex clients — with full accountability for retention, adoption, and expansion outcomes. • Develop comprehensive client success and account plans based on each client's business objectives, organizational structure, and use case priorities — and execute against those plans with discipline. • Build multi-threaded relationships across client organizations — spanning loan officers, credit teams, operations, technology, and executive leadership — to ensure Built has broad, durable presence at every account. • Monitor adoption metrics and client health indicators with rigor; identify at-risk situations early and intervene strategically before they become escalations or churn risks. • Identify and pursue expansion opportunities through upsells, cross-sells, and new use case discovery — building the business cases and navigating internal approvals to close growth within existing accounts. • Lead quarterly business reviews with client leadership — presenting ROI analysis, adoption outcomes, and strategic recommendations that reinforce Built's value and advance the partnership. • Informally mentor junior CSM team members — share best practices on strategic account management, client communication, and executive engagement; raise the function's overall standard. • Partner with Product and Implementation to understand client needs, advocate for features that address real market pain points, and ensure client feedback shapes Built's roadmap. • Leverage AI tools to accelerate account health analysis, QBR preparation, and expansion opportunity identification across your portfolio.

🎯 Requirements

• 4–7 years of experience in client success, account management, or strategic customer relationships — with a demonstrated track record of managing complex, high-value accounts and driving meaningful expansion revenue. • Strategic relationship management skills — you navigate complex organizational structures, build genuine influence with C-suite executives, and maintain multi-threaded access across large client organizations. • A consultative approach to client success focused on understanding business objectives and positioning Built as a strategic partner, not just a platform. • Demonstrated success driving expansion revenue and strong retention within an existing client portfolio. • Strong executive presence and communication skills — you're equally comfortable presenting ROI analysis to a CFO and working tactically with an operations team to solve an adoption challenge. • Deep or developing expertise in construction lending, commercial real estate finance, draw management, compliance tracking, or commercial banking workflows — enough to advise clients at senior levels with credibility. • A subject matter expert orientation — you share what you know, hold high standards, and leave the function's playbooks and methodology better than you found them.

🏖️ Benefits

• Competitive benefits including: uncapped vacation [US ONLY], health, dental & vision insurance • Robust compensation package, including equity in the form of stock options • Learning Grant program to support ongoing professional development • 401k with match and expedited vesting [US ONLY]