Customer Success Manager

About the role

BiltOn is seeking an experienced, operationally minded, and customer-obsessed Customer Success Manager to join our US-based team. In this role, you will be the primary owner of the customer relationship from the moment a deal closes through the full lifecycle of the account. This is a deeply operational, field-oriented position where you will translate the BiltOn platform into measurable operational value for construction clients.

Responsibilities

• End-to-End Account Ownership: Act as the primary relationship owner for a portfolio of construction accounts. Be the face of BiltOn on-site and the internal champion for each customer.
• Onboarding & Implementation Lead: Drive the rollout of BiltOn across new accounts—from worker onboarding configuration and access control setup to crew-level training and successful "go-live" on construction sites.
• Adoption & Value Realization: Proactively monitor usage dashboards, identify at-risk accounts, and execute recovery plans to ensure customers derive maximum ROI from our platform.
• Field Engagement: Conduct site visits to observe operations, reinforce product usage, train site officials/foremen, and identify operational pain points that BiltOn can solve.
• Integration Coordination: Lead customer-facing integrations (e.g., Procore, Autodesk Build) from kickoff to execution. Train site teams on integrated workflows and troubleshoot sync issues in partnership with Product and Engineering.
• Strategic Reviews: Partner with Account Executives to deliver Quarterly Business Reviews (QBRs) with executive stakeholders, presenting adoption data, compliance trends, and roadmap alignment.
• Cross-Functional Advocacy: Capture and translate structured product feedback and feature requests into business impact, advocating for customer requirements with our Product and Engineering teams.
• Escalation Management: Own customer-facing communication during incidents or unresolved issues, coordinating internally until resolution.

Requirements

• 3–5 years of experience in Customer Success or Account Management, preferably in SaaS, construction-tech, or field operations environments.
• Operational Mindset: Demonstrated ability to manage complex, multi-stakeholder workflows and operational processes. Comfortable balancing office-based strategy with "boots on the ground" field work.
• Exceptional interpersonal skills. Ability to speak the language of construction foremen, superintendents, and project executives with equal credibility.
• Technical Proficiency: Ability to quickly master new software systems (CRM/Salesforce, Jira, Slack) and understand integrations (Procore/Autodesk knowledge is a significant plus).
• Data-Driven: Proficiency in tracking and analyzing usage metrics to identify trends, mitigate churn, and drive growth.
• Problem Solver: Proven track record of managing escalations and finding creative solutions to site-specific challenges.
• Field Readiness: Willingness and ability to perform site visits and represent BiltOn in the field.

Why Join BiltOn

You will join a high-growth, mission-driven organization that is digitizing the construction industry. As a Senior CSM, you will have the autonomy to shape your portfolio's success, directly influence our product roadmap, and help large-scale construction firms work safer and more efficiently.

Pay

Salary range $90,000–$110,000.