Enterprise Customer Success Manager

Builder.io is driving the future of visual coding by making it compatible with every tech stack and for every team. To execute on that dream, we must put the customer first. The goal of the Customer Success team is to ensure our customers launch Builder successfully, adopt it into their organization, and achieve the results and value they want. 

We are currently looking for a Customer Success Manager who will work with our Enterprise plans - our largest, high growth customers - to ensure they are successful and gain maximum value out of Builder’s product offering. We are looking for an experienced individual who is a self-starter and can naturally identify customer patterns, escalations, and areas of opportunity when it comes to value. You will collaborate closely with Customer Engineering and Product teams to ensure your customer base is successful and growing. Further, you will work closely with the Head of Customer Success and the rest of the management team to share customer insights and ensure that Builder continually improves in order to best serve our customer base.

As an Enterprise Customer Success Manager you will:

• Manage a book of business including some of our largest, most strategic customers to date 

• Nurture existing customer relationships across varying levels of any organization, including the C-suite

• Project manage completion of technical implementation steps alongside Customer Engineering

• Monitor new and existing customer performance and address any open issues to ensure timely resolution and great customer experience

• Work with your manager to identify compelling plans for continued growth across your customer base

• Be consistently focused on retaining and exceeding the company’s customer retention through value-driven activities 

• Work closely with the product and engineering team to influence new product features and functionality based on customer feedback.

• Share best practices, strategize with customers on digital priorities and investments to drive growth

• Maintain an expert level understanding of the Builder product, along with larger e-commerce & product industry knowledge 

• Bring your thinking, strategy and ideas to the team to advance our creative culture and vision for the future

You will thrive in this role if you have…

• 5+ years of customer-facing, consulting, or sales management experience in SaaS (marketing or ecommerce technology strongly preferred)

• Experience working with both middle management and C-level executive personas 

• Experience with technical products and/or demonstrated aptitude when working with technical teams

• Demonstrate an understanding of the needs of growing businesses, including emerging digital trends and e-commerce trends (Ecommerce experience strongly preferred)

• Passion for helping customers and being proactive when it comes to what’s best for the partnership

• Proactive problem solver. High reliability, detail-oriented and outstanding follow-through

• Ability to work individually and collaboratively within a team environment

• Comfort with ambiguity, and not afraid to fail or make mistakes. Receptive to feedback and quick to iterate (early stage experience strongly preferred)

• Tech savvy and eagerness to learn new technology and practices

The items above are a starting point for a conversation, not a hard list of requirements. If this role excites you, we hope you will apply!