Customer Success Associate analyzing vehicle reimbursement programs for Cardata. Preparing reports, audits, and insights that support customer reviews, renewals, and expansions.
About the role
- Customer Success Team Lead guiding CSMs and customer adoption for Buildots’ AI-powered construction intelligence platform. Managing portfolios, escalations, performance, and cross-functional growth across North America.
Responsibilities
- Lead, coach, and develop a team of Customer Success Managers, typically 8–10
- Own formal performance management, including annual performance reviews covering MBO/KPI attainment and behaviors, with bi-annual structured check-ins
- Define and track team and individual KPIs
- Own hiring decisions for Customer Success Manager roles in partnership with the Director
- Assign and reassign accounts to balance portfolio health and workload
- Oversee customer onboarding, adoption, and success across Standard Projects accounts
- Own portfolio health, identify risks, manage escalations, and intervene directly on at-risk accounts
- Build and maintain Customer Success playbooks
- Drive creation of value stories and case studies and quality-control team output
- Represent the team in cross-functional planning with Sales, Product, Delivery, and Marketing
- Communicate process and product changes to the team and surface concerns upward
- Use portfolio-wide data to identify trends and coach individual CSMs
- Contribute team-level input into regional Customer Success strategy and goals
- Serve as the customer-facing escalation point for the portfolio and take ownership of red accounts and high-severity issues
- Build executive relationships and meet customer executives as needed
- Coach CSMs on executive communication and difficult conversations
Requirements
- Experience in a B2B customer-facing role in the construction industry is required
- 4+ years of construction-industry B2B customer-facing experience preferred
- 3+ years of experience managing a Customer Success or similar client-facing team, including hiring and formal performance management preferred
- Internal candidates without formal management tenure will be evaluated on demonstrated leadership, ownership, and coaching ability
- Willingness to travel around 30%
- Strategic & entrepreneurial mindset
- Strong operational and analytical skills
- Proactive approach to improvement and comfort using data to guide team-level decisions
- Experience partnering effectively with Sales, Marketing, Product, and Engineering
- Exceptional written and verbal communication skills, including leading sensitive or difficult conversations with direct reports
- Proficiency with CS platforms and Salesforce
- Experience in a SaaS environment is a strong plus
- Role can be based in the US, excluding Pacific Time Zone states, or in Toronto, Canada
Benefits
- Health, dental & vision insurance
- 401(k) retirement plan with 4% employer match
- Paid time off (vacation and sick leave)
- Stock-option grants (for eligible employees)
- Hybrid working arrangement
- Employee Assistance Program (EAP)
- Commuter benefits
- Pet insurance
- Voluntary life insurance
- Voluntary short-term & long-term disability coverage
- Performance-based bonus paid semi-annually, targeting up to 16% of base salary based on individual and portfolio outcomes
- Equity package in the form of stock-option grants
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