Buildout is looking for a Customer Success Manager to drive product adoption and generate lead opportunities for individual broker customers. This role requires exceptional communication skills, a proactive approach, and a devotion to ensuring every broker seamlessly integrates Buildout into their day-to-day workflow.
What You'll Do
- Get on the phone with customers regularly to provide hands-on training, answer questions, and enable seamless product integration
- Leverage our CS platform, Planhat, to follow automated playbooks and engage customers based on activity data to drive adoption
- Collaborate closely with Support, Account Management, and Implementation teams for seamless hand-offs and unified communication
- Lead small-group and one-on-one training sessions tailored to the specific needs of individual brokers
- Support the creation and distribution of proactive, educational content like training videos and webinars
- Capture customer feedback, product needs, and feature requests to share with the Product team
- Ensure customers are aware of and successfully utilizing all relevant features within our flagship products
- Perform against retention and lead generation KPIs
- Identify opportunities for account expansion, cross-sell, or new product interest and hand those off to Account Management
- Practice excellent data hygiene to effectively report on key metrics
What We're Looking For
- 2+ years of experience in post-sale, customer-facing roles for a SaaS product
- Proven ability to manage a high volume of customer accounts and proactively drive engagement
- Experience in leading training sessions or product demonstrations, both over the phone and via video conference
- Familiarity with leveraging customer success platforms (like Planhat, Gainsight, or ChurnZero) to monitor customer health
- A track record of identifying and referring potential expansion or upsell opportunities
- Bias towards action
- Tech savvy
- Communicates effectively
- Drives results
- Customer focus
- Operationally and process minded
- Nimble learning
Nice to Have
- A passion for real estate technology or experience supporting the Commercial Real Estate industry
Technical Stack
- Planhat
Team & Environment
You will collaborate closely with Support, Account Management, and Implementation teams and report to Ana Gurtekin, our Director, Customer Success.
Benefits & Compensation
- Compensation: $70,000 - $90,000 base salary
- Impactful insurance and benefit options, including 2 medical plans to choose from, 100% coverage of employee dental and vision premiums, HSA seed, company-paid STD, LTD, life insurance, and telemedicine
- A wellness benefit of $400/year
- Policies that support a healthy work/life harmony, including Flexible PTO, 14 paid company holidays, paid parental leave, and give back days
- 401(k) with 4% company match and immediate vesting
- A fully remote work culture with a monthly remote work reimbursement ($600/year) and an annual, in-person company kickoff
- Challenging problems to solve with a committed and supportive team invested in your growth
- A wonderfully quirky culture where you’re encouraged to bring your whole self to work
Work Mode
This is a fully remote position open to candidates in most of the US.
Buildout is proud to be an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, marital status, order of protection status, citizenship status, or other applicable legally protected characteristics.
