Customer Engagement Manager, SMB
About the role
Built In is the recruitment and employer reputation platform that helps companies measure and shape their reputation in AI search, reaching millions of tech professionals each month and serving 1,800+ customers from startups to Fortune 100 giants. As a Customer Success Manager on the Account Management team, you will own the customer experience for SMB and Mid‑Market accounts, leading onboarding, monitoring account health, serving as the first point of contact for product questions and level‑1 support, and partnering with Account Managers, Support, and Product to drive adoption and renewal. This is a newly‑created role, so you’ll help build the playbook as you go. Built In’s culture values inclusivity, unreasonable passion, humility, curiosity, solution‑oriented thinking, ownership of results, and a “do more” mindset.
Responsibilities
- Own onboarding and implementation for new SMB customers, including platform setup, training, and regular check‑ins through the first weeks of the relationship
- Guide customers on platform best practices to drive adoption, utilization, and long‑term value
- Manage a portfolio of SMB accounts, monitoring product utilization and account health, identifying risk, and proactively engaging customers when needed
- Serve as a shared resource across a pod of Account Managers, joining customer conversations as needed to support adoption, optimization, and account health
- Act as the first line of defense for level‑1