Enterprise Customer Success Manager

📋 Description

• Oversee a portfolio of clients, including some of our most significant and strategic customers to date.

• Foster relationships with existing customers at various organizational levels, encompassing the C-suite.

• Manage the execution of technical implementation phases in collaboration with the Customer Engineering team.

• Track the performance of new and existing customers, addressing unresolved issues to guarantee timely resolutions and an exceptional customer experience.

• Collaborate with your manager to devise compelling strategies for ongoing growth within your customer base.

• Maintain a strong focus on retaining and surpassing the company's customer retention goals through value-driven initiatives.

• Partner closely with the product and engineering teams to shape new product features and functionalities based on customer insights.

• Share industry best practices and collaborate with customers on digital priorities and investments to foster growth.

• Possess an expert-level understanding of the Builder product, along with extensive knowledge of the e-commerce and product industries.

• Contribute your ideas, strategies, and insights to the team to enhance our creative culture and vision for the future.

⛳️ Requirements

• A minimum of 5 years of customer-facing, consulting, or sales management experience in SaaS (preferably in AI-native, marketing, or e-commerce technology).

• Proven experience engaging with both middle management and C-level executive personnel.

• Familiarity with technical products and/or demonstrated capability when collaborating with technical teams.

• Understanding of the requirements of growing businesses, including emerging digital and e-commerce trends (Ecommerce experience is highly preferred).

• A strong passion for assisting customers and proactively prioritizing what's best for the partnership.

• A proactive problem-solver with high reliability, attention to detail, and excellent follow-through.

• Ability to work independently as well as collaboratively within a team setting.

• Comfort with ambiguity and a willingness to embrace failure or mistakes. Open to feedback and quick to iterate (experience in early-stage environments is highly preferred).

• Tech-savvy with a strong eagerness to learn new technologies and practices.

🏝️ Benefits

• Unlimited time off, with a minimum expectation of 3 weeks to be taken each year.

• Mental health days; we encourage you to take at least one each quarter to recharge.

• Paid parental leave; receive 12 weeks of full pay for the birth and care of a newborn or for the placement of a child through adoption or foster care.

• $500 home office improvement budget to ensure you have what you need for a comfortable digital-first work environment.

• $500 annual learning & development budget to support and empower your ongoing skill development.

• Co-working space reimbursement; work from any WeWork at any time with an All Access pass, or receive reimbursement of up to $300/month at another local co-working space.

• Comprehensive health insurance, with 100% of premiums covered for medical, dental, and vision for employees, and 50% for eligible dependents.

• Additional insurance options; depending on location, Builder covers life insurance, short- and long-term disability, and provides access to supplemental benefits such as accident and critical illness insurance.

• 401k plan for US-based team members to help secure your financial future.

• Real equity, featuring a four-year vesting schedule with a one-year cliff and an impressive ten (10!) year exercise window 🤯 (we're pretty excited about it!).