Customer Success Manager, Commercial Named
Manages a portfolio of commercial customers, driving software adoption, measurable value, retention, and expansion through success planning, training, usage analysis, and cross-functional coordination. Requires 1–2 years of customer success or related experience, a bachelor’s degree, and the ability to learn complex software platforms.
About the job
Responsibilities
- Manage a portfolio of commercial customer accounts and build relationships with key stakeholders.
- Drive platform adoption, utilization, configuration, feature adoption, and process improvements.
- Learn the BuildOps platform deeply and educate customers on workflows and best practices.
- Translate customer workflows and pain points into practical recommendations; escalate product gaps and technical issues as appropriate.
- Create and execute success plans focused on measurable value realization, retention, and expansion.
- Prepare and present executive business reviews for growing customers.
- Monitor customer health and usage data, identify risk signals, and execute risk-mitigation playbooks.
- Coordinate handoffs and customer issues across Professional Services, Customer Support, Customer Experience, Product, Engineering, Sales, Business Development, and Marketing.
- Develop customer references and success stories and identify referral and expansion opportunities.
- Contribute to commercial playbooks, segment insights, and customer-success best practices.
Requirements
- 1–2 years of experience in customer success, client success, software implementation, or technical account management.
- Bachelor’s degree.
- Experience learning and becoming an expert in an operating platform, ERP, or similar software platform.
- Ability to learn complex software quickly and become a trusted product expert.
- Ability to understand business processes, map workflows to software functionality, identify gaps, and explain solutions to technical and nontechnical stakeholders.
- Experience training customers on software, troubleshooting workflow or adoption issues, and using product usage data to identify opportunities or risks.
- Strong empathy, patience, confidence, organization, and communication skills.
- Ability to manage a portfolio of accounts, prioritize competing demands, and work within structured playbooks.
- Self-motivated and able to thrive in a fast-paced startup environment.
- Ability to learn and use Salesforce, Gainsight, Service Cloud, and Jira.
Nice-to-haves
- Familiarity with digital customer-success engagement models, tech-touch strategies, or AI-assisted customer-success workflows.
- Experience in the specialty contractor or construction industry.
- Experience with accounting ERP systems such as NetSuite, QuickBooks Online/Enterprise, Sage 300 CRE/Intacct, Viewpoint Vista, or Spectrum.
Compensation and Benefits
- Los Angeles base salary: $76,000–$95,000, plus an annual bonus opportunity of up to 30%.
- Equity grant.
- Comprehensive benefits package.
- Flexible PTO and hybrid work schedules.
- One-time work-from-home allowance.
- Company events and team-building activities.
- Growth and career advancement opportunities.
Skills
Customer Success, ERP, Software Implementation, Technical Account Management, Salesforce, Gainsight, Service Cloud, Jira, Workflow Mapping, Product Adoption, Usage Analytics, NetSuite, Quickbooks, Sage 300, Viewpoint Vista
Similar jobs
Customer Success jobs
Hinge Health
United States
Manages employer-client relationships for a digital health program, driving adoption, satisfaction, retention, renewals, and product expansion. Requires at least two years of digital health client success experience, strong stakeholder communication, data storytelling, and complex account management skills.
Hinge Health
United States
Manages a high-volume portfolio of emerging SMB accounts, advising clients on MSK program adoption, reporting, escalations, expansion, and renewals. The role requires 2+ years of scaled account management experience, strong analytical and relationship-building skills, and a bachelor’s degree.
Prompt Health
Remote
Supports rehab therapy clients through onboarding, training, product adoption, support, and retention for a healthcare SaaS platform. Requires outpatient physical therapy experience, strong software skills, EMR familiarity, Excel proficiency, and excellent communication.
Ashby
United StatesStartup Customer Success Manager supporting early-stage customers with independent onboarding via materials, webinars, and documentation. Owns a pooled book of customers for ongoing email/calls, drives retention best practices, and leads key projects on a complex recruiting SaaS platform. Requires 2+ years customer-facing experience with complex products.
Ashby
United StatesOwn pooled SMB customer relationships through onboarding, support, education, and retention initiatives. The role requires at least two years of customer-facing experience with complex products, strong communication and problem-solving skills, and comfort leading operational projects.