# Customer Success Manager, Commercial Named

**Company:** [BuildOps](https://hotfix.jobs/companies/buildops)
**Location:** Los Angeles, CA
**Role:** Customer Success
**Salary:** $76k – $95k/yr
**Experience:** 1+ years
**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
**Posted:** 2026-09-10

> 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.

## Job Description

## 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.

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