Senior Client Success Manager

About The Role

Built Technologies is transforming how capital moves through construction and real estate finance — one of the largest, most complex sectors in the economy. Our platform connects lenders, including many of the top U.S. banks, with the owners, developers, and general contractors they finance. When a draw is approved, a builder can pay subcontractors. When a compliance document clears, a project moves forward. The work we do here is not abstract — it has a direct and material impact on how capital flows and how real estate gets built.

What You'll Do

• Own the strategic relationship and post-implementation success for Built's most important and complex clients — with full accountability for retention, adoption, and expansion outcomes.
• Develop comprehensive client success and account plans based on each client's business objectives, organizational structure, and use case priorities — and execute against those plans with discipline.
• Build multi-threaded relationships across client organizations — spanning loan officers, credit teams, operations, technology, and executive leadership — to ensure Built has broad, durable presence at every account.
• Monitor adoption metrics and client health indicators with rigor; identify at-risk situations early and intervene strategically before they become escalations or churn risks.
• Identify and pursue expansion opportunities through upsells, cross-sells, and new use case discovery — building the business cases and navigating internal approvals to close growth within existing accounts.
• Lead quarterly business reviews with client leadership — presenting ROI analysis, adoption outcomes, and strategic recommendations that reinforce Built's value and advance the partnership.
• Informally mentor junior CSM team members — share best practices on strategic account management, client communication, and executive engagement; raise the function's overall standard.
• Partner with Product and Implementation to understand client needs, advocate for features that address real market pain points, and ensure client feedback shapes Built's roadmap.
• Leverage AI tools to accelerate account health analysis, QBR preparation, and expansion opportunity identification across your portfolio.

What You'll Bring

• 4–7 years of experience in client success, account management, or strategic customer relationships — with a demonstrated track record of managing complex, high-value accounts and driving meaningful expansion revenue.
• A consultative approach to client success focused on understanding business objectives and positioning Built as a strategic partner, not just a platform.
• Demonstrated success driving expansion revenue and strong retention within an existing client portfolio.
• Strong executive presence and communication skills — you're equally comfortable presenting ROI analysis to a CFO and working tactically with an operations team to solve an adoption challenge.
• Deep or developing expertise in construction lending, commercial real estate finance, draw management, compliance tracking, or commercial banking workflows — enough to advise clients at senior levels with credibility.
• A subject matter expert orientation — you share what you know, hold high standards, and leave the function's playbooks and methodology better than you found them.

Success at Six Months

• Your portfolio is retaining at a best-in-class rate with meaningful expansion momentum — you've closed or advanced at least one significant upsell or cross-sell within your first six months.
• C-suite and senior stakeholders at your accounts describe Built as a strategic partner and credit the relationship you've built as central to their experience.
• Auditors and health metrics across your accounts are strong — clients are realizing value across multiple use cases and engaging consistently with Built's platform.
• Junior CSMs are benefiting from your informal guidance — your approaches, deal coaching, and standards are raising the team's overall performance.
• Product and cross-functional partners actively seek your structured client feedback, trusting your ability to translate client needs into actionable product and strategic insights.

AI & Technology Expectations

• Leverage AI tools to enhance the productivity, quality, and speed of your work.
• Use AI to support drafting, analysis, summarization, and problem-solving across your role.
• Identify opportunities to streamline workflows and reduce manual effort through automation and AI.
• Apply AI to sharpen decision-making and strengthen strategic insights.

Salary Range

Built’s salary range for this position is $110,000 - $130,000 USD per year. The pay range is designed to accommodate upward mobility in the role, therefore it encompasses the full span of proficiency levels for this role and we believe that the midpoint of the range is competitive in the market. Salary is just one component of Built's total compensation package for employees; your total rewards package at Built will include equity, market-current medical, dental and vision coverage, an unlimited PTO policy, and other benefits.

Travel Requirement

Remote employees are expected to travel to Nashville (or a company-designated location) at least twice a year for gatherings like Connect Week. Additional travel may be required based on your role and business needs.

Perks

• The rare opportunity to radically disrupt a $1.5T industry
• Competitive benefits including: uncapped vacation [US ONLY], medical, dental & vision insurance
• Robust 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]

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