# Senior Client Success Manager
**Company:** [Built](https://hotfix.jobs/companies/built)
**Location:** Remote
**Experience:** 4+ years
**Skills:** Client Success, Account Management, Strategic Relationship Management, Account Planning, Expansion Revenue, Executive Presence, ROI Analysis, Qbr Facilitation, AI Tools, Construction Lending
**Posted:** 2026-06-25
> Owns strategic post-implementation success, retention, adoption, and expansion for Built's most complex, high-value lending and real estate clients. Builds multi-threaded executive relationships, leads QBRs, drives upsells, and mentors junior CSMs.
## Job Description
## 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.
**Apply:** https://hotfix.jobs/jobs/senior-client-success-manager-at-built-4841fc86-3a02-445f-9238-41e2a666fae8
**Canonical:** https://hotfix.jobs/jobs/senior-client-success-manager-at-built-4841fc86-3a02-445f-9238-41e2a666fae8