Senior Client Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the strategic relationship and ensure post-implementation success for Built's most significant and intricate clients — fully accountable for retention, adoption, and expansion results.

• Create detailed client success and account plans tailored to each client's business goals, organizational structure, and priority use cases — executing these plans diligently.

• Establish multi-faceted relationships across client organizations — including loan officers, credit teams, operations, technology, and executive leadership — to secure a broad and lasting presence at each account.

• Rigorously track adoption metrics and client health indicators; proactively identify at-risk situations and strategically intervene before they escalate or pose churn risks.

• Recognize and pursue expansion opportunities through upselling, cross-selling, and discovering new use cases — constructing business cases and navigating internal approvals to drive growth within existing accounts.

• Conduct quarterly business reviews with client leadership — delivering ROI analyses, adoption results, and strategic recommendations that highlight Built's value and enhance the partnership.

• Provide informal mentorship to junior CSM team members — sharing best practices on strategic account management, client communication, and executive engagement; elevating the overall standards of the function.

• Collaborate with Product and Implementation to grasp client needs, advocate for features that address genuine market pain points, and ensure client feedback influences Built's roadmap.

• Utilize AI tools to expedite account health analysis, QBR preparation, and identification of expansion opportunities across your portfolio.

⛳️ Requirements

• 4–7 years of experience in client success, account management, or strategic customer relationships — with a proven history of managing complex, high-value accounts and driving significant expansion revenue.

• Strong skills in strategic relationship management — adept at navigating intricate organizational structures, building genuine influence with C-suite executives, and maintaining multi-threaded access across extensive client organizations.

• A consultative approach to client success that emphasizes understanding business objectives and positioning Built as a strategic partner rather than just a platform.

• Proven track record of driving expansion revenue and maintaining strong retention within an existing client portfolio.

• Exceptional executive presence and communication skills — equally adept at presenting ROI analyses to a CFO and collaborating tactically with an operations team to address adoption challenges.

• In-depth or developing knowledge in construction lending, commercial real estate finance, draw management, compliance tracking, or commercial banking workflows — sufficient to advise clients at senior levels with authority.

• A subject matter expert mindset — sharing knowledge, upholding high standards, and enhancing the function's methodologies and playbooks.

🏝️ Benefits

• Competitive benefits including: uncapped vacation [US ONLY], health, dental & vision insurance

• Comprehensive 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]