Senior Client Success Manager

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.

Business & Domain Specifics

• Understand how lenders actually run their business — how they think about draws, portfolio risk, compliance, and technology adoption.
• Drive correct, consistent inspection workflows and the data quality they depend on (CRE Inspections).
• Get clients to trust and operationalize automated draw review at scale (AI Draw Agent adoption).
• Translate platform capability into measurable outcomes the client can see (CLA+ value realization).
• Convert a live deployment into durable, healthy, low-risk usage (Post-implementation stabilization).
• Keep clients steady, adopted, and retained through organizational change (M&A navigation).
• Remove friction in how the client uses Built day to day so value compounds (Workflow optimization).

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.
• Strategic relationship management skills — navigate complex organizational structures, build genuine influence with C-suite executives, and maintain multi-threaded access across large client organizations.
• 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 — 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.