Customer Success Manager, Commercial Scaled

What You'll Do

Customer Engagement: Build strong relationships with key customer stakeholders through a scalable, digital-first engagement model. Manage a healthy portfolio of shared commercial accounts through structured touchpoints including defined customer calls, email and Intercom communication, webinars, office hours, and annual business reviews with a goal of ensuring customers derive maximum value from our platform at every stage of their journey.

Product Expertise & Enablement: Become a BuildOps product expert and teach customers how to leverage the platform to its full potential. Drive feature adoption across your portfolio, proactively share best practices around new releases, and help customers achieve measurable outcomes.

Success Planning: Develop and execute tailored success plans with a clear emphasis on value realization. Identify customer business workflows, pain points, and goals to build solutions that drive adoption, support retention, and create expansion opportunities.

Portfolio Health & Risk Management: Monitor health indicators and usage data across your portfolio to proactively identify risk signals and intervene before issues escalate. Execute commercial playbooks — including churn signal responses to health score drops, low usage, and escalations — to manage at-risk accounts with urgency and precision.

Customer Champion & Cross-Functional Coordinator: Serve as a proactive escalation point and tireless customer advocate. De-escalate difficult customer situations professionally and coordinate seamless handoffs with Professional Services, Customer Support, and the Customer Experience team to ensure a consistent, high-quality experience at every stage of the customer journey.

Cross-Functional Collaboration & Segment Development: Partner with Business Development, Product & Engineering, Sales, Professional Services, and Marketing to align on customer needs and drive company-wide outcomes. Contribute ideas to commercial playbooks and help generate segment-level insights that continuously elevate how the Commercial Shared Team serves our customers at scale.

What We Look For

• Early career experience in customer facing or relationship focused roles, ideally within B2B SaaS, field service, construction technology, ERP, or operations software
• Exceptional interpersonal skills being empathetic, patient, confident, and effective across a wide range of personality types
• Excellent written and verbal communication skills, with the ability to explain complex software concepts clearly and concisely through email, video calls, and digital channels
• Communicates reliably and consistently, internally and externally, with timely follow-through
• Highly organized, with the ability to manage a large portfolio, prioritize competing demands, and stay aligned to customer and company goals; maintains strong account hygiene including updated contacts, logged risks, and documented next steps
• Comfortable executing within structured playbooks while showing initiative to contribute improvements over time
• Able to set appropriate boundaries around customer requests, scope, and support vs. CS expectations
• Self-motivated, fast-learning, and able to thrive in a dynamic startup environment
• Exposure to CS and business tools such as Gainsight, Gong, Glean, Salesforce, Intercom, and Sigma, with the ability to learn and use them effectively
• Familiarity with Salesforce, Gainsight, Service Cloud, Jira, or similar tools is a plus
• B.A. or B.S. degree

Bonus Points

• Familiarity with digital CS engagement models, tech-touch strategies, or AI-assisted customer success workflows
• Core understanding of commercial field service workflows and customer business objectives; familiarity with industry terminology such as work orders, dispatch, and job costing
• Background in the specialty contractor or commercial construction industry
• Experience with business intelligence and reporting tools such as Power BI or Sigma

Compensation

LA/SF: $76,000 - $95,000 base salary range + annual bonus opportunity up to 30%

What We Offer

• Generous equity grant, become an owner in our company!
• A comprehensive benefits package
• Flexible PTO and hybrid work schedules
• One-time work-from-home allowance
• Hubs in Los Angeles, San Francisco, Toronto, and Raleigh with hybrid work schedules and lunch provided for in-office days
• Company events 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