Customer Success Manager - Los Angeles, California

At BuildOps, we're building a groundbreaking software solution, purpose-built to support today's commercial contractor. From helping our customers to manage their service all the way to project management, we're breaking the mold and building a team that invests in our mission st ...

Job description

At BuildOps, we're building a groundbreaking software solution, purpose-built to support today's commercial contractor. From helping our customers to manage their service all the way to project management, we're breaking the mold and building a team that invests in our mission statement. We love driven, self-motivated folks that thrive in fast-paced environments. Could you be our next hire?

As our Customer Success Manager, you will join a well-funded, fast-growing technology startup with the unique opportunity to help build out a critical function for the company. The successful candidate will be responsible for executing success plans that focus on customer retention and expansion via improving product adoption and overall customer satisfaction. The ideal candidate is someone who works hard, demonstrates strong analytical thinking, and is willing to go above and beyond to deliver exceptional customer experiences.

This is a hybrid position for candidates currently located in Los Angeles, California. 

What you'll do:

• Customer Engagement: Build strong relationships with key customer stakeholders to ensure customers are getting maximum value from our products.
• Product Expert & Educator: Become a BuildOps product expert to teach and enable customers to utilize our platform to its full potential.
• Success Planning: Identify customer's business workflows, pain points, and goals to develop solutions and workflows that meet their goals.
• Metrics Driven: Monitor customer health metrics and usage data to proactively address issues and drive adoption.
• Customer Champion: Collaborate with our support team to submit support tickets and provide guidance to resolve customer escalations swiftly. Be the voice of our customer for our product team to assist in product enhancements.
• Advocacy & Account Growth: Develop customer references, success stories, and identify referral and expansion opportunities.
• Team Player: Work in a highly collaborative environment to share knowledge and best practices to continuously improve our success team.
• Enjoy Travel:  Travel onsite to our customers' office locations in order to assist with their initial BuildOps implementation and develop success plans. We have customers across the US and Canada, so our top candidates will be ready an excited to travel. 

What we look for:

• Customer success, account management, or relationship management experience.
• Extraordinary people skills: must be empathetic, patient, confident, and able to interact well with a broad spectrum of personality types.
• Excellent written and verbal communication skills. Ability to explain complex concepts, software workflows, and answer questions in a clear and concise manner.
• Highly organized and ability to manage multiple customer accounts and prioritize work based on company and customer goals.
• Self-motivated, fast learning and ability to thrive in a fast paced, dynamic startup environment 
• Prior experience or ability to learn internal tools including Salesforce, Gainsight, Service Cloud, and Jira. 
• B.A. or B.S. degree 

Bonus:

• Experience in a fast-growing B2B SaaS company or startup
• Experience learning and becoming an expert in an operating platform, ERP, or similar type of software platform.
• Experience in speciality contractor or construction industry. 
• Experience with Accounting ERP systems like Quickbooks Online/Enterprise, Sage 300 CRE/Intacct, Viewpoint Vista/Spectrum 
• Experience with business intelligence and custom report tools such as Power BI or Sigma. 

Compensation:

• $85,000 to $100,000 base salary range + annual bonus.

What we offer:

• Generous equity grant, become an owner in our company
• Macbook computer provided
• A comprehensive benefits package
• Flexible PTO and hybrid work schedules
• Work from home stipend
• Hubs in Los Angeles, San Francisco, Toronto, and Raleigh with hybrid work schedules and lunch provided for in-office days
• Company events like BBQs and team-building activities, both in-person and virtual
• Fast-paced, collaborative, and dynamic work environment
• Opportunities for growth and career advancement
• Chance to work with cutting-edge technology and innovative solutions
• The chance to get in on the ground floor and build something truly groundbreaking for ourselves and our amazing customers

We welcome applicants from across the U.S. where we are registered to do business and able to support employment. Currently, this excludes the following states: Alabama, Alaska, Connecticut, Hawaii, Kentucky, Mississippi, Nebraska, New Mexico, North Dakota, Rhode Island, South Dakota, West Virginia, and Wyoming. This list is based solely on operational and compliance considerations and is reviewed from time to time as our footprint grows.

About BuildOps

Join BuildOps, the largest commercial trade platform in the country, as we transform the multi-billion dollar commercial contracting industry

We're not just talking incremental improvements—we're talking a full-scale revolution, empowering the hardworking heroes who build and maintain the infrastructure that keeps our world running. See why contractors choose Buildops here.

This is your chance to be part of a rocketship. We're fresh off a $1 billion valuation and a $127M Series C funding round (part of over $275M raised to date) led by industry-leading investors like Meritech Capital, BOND, and SE Ventures, backed by Schneider Electric (Reuters, TechCrunch, LA Business Journal) . Our latest investors join our team of industry heavyweights like Next47, former Twitter CEO Dick Costolo, former Salesforce President Gavin Patterson, and Boost Mobile CEO Stephen Stokols. Their investment is fueling our aggressive growth and our commitment to equipping contractors with AI-driven tools to conquer chaos, boost efficiency, skyrocket profitability, and ultimately, deliver exceptional service.

At BuildOps, we're changing the game and doing the best work of our careers. You'll be a key player in a company that's truly making a difference for the backbone of our economy. If you're ready to tackle big challenges, work with a passionate team, and build something extraordinary, BuildOps is the place for you.