Customer Success Manager, Commercial Scaled

Responsibilities

• 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.
• 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 obj

Benefits

Additional Information

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.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at buildops? Share your experience