Client Success Manager

Client Success Manager

Built is a growth-stage company at the intersection of FinTech and PropTech. We are on a mission to change the way the world gets built with technology and services that streamline the $1.4T U.S. construction industry.

By providing a centralized platform for all industry stakeholders, Built enables increased efficiency, collaboration, transparency, and business agility—allowing customers to build and manage the communities around us more profitably and with more confidence. The Built platform is used by hundreds of leading North American lenders and asset managers, and thousands of developers, home builders, and contractors. Since our founding in 2015, we've partnered with over 140 of the top financial institutions in the U.S. and Canada, including 35+ of the top 100 U.S. construction lenders.

With our latest $1.5B valuation, we're on a continued growth trajectory and are committed to attracting the best talent in the world. We want you to be a part of this exciting journey.

We are seeking a Client Success Manager (CSM) – Level 1 to support our Essential clients in a one-to-many model. This role is ideal for someone who is passionate about helping clients succeed, eager to grow in a customer-facing role, and excited to work in a scalable, data-driven client success environment.

You'll work closely with clients post-implementation to ensure ongoing value, deliver targeted outreach, and support adoption across key features. As a Level 1 CSM, you'll follow established playbooks and processes, receive guidance from experienced team members, and contribute to client outcomes across a portfolio of SMB and Mid-Market accounts.

In This Role, You Will:

• Provide post-onboarding support for clients using standardized success playbooks.
• Monitor and drive product adoption of key stakeholders on key features through scalable training, webinars, and educational content.
• Execute one-to-many engagement strategies such as newsletters, webinars, office hours, and product discovery outreach to promote adoption and feature utilization.
• Create and maintain scalable resources (e.g., FAQs, how-to guides, onboarding materials) to address common client questions and improve self-service.
• Assist with basic business reviews to track progress, uncover opportunities, and support renewal readiness.
• Analyze client usage, activation, and health data to identify trends and guide proactive outreach.
• Conduct discovery for basic professional service needs and refer clients for deeper support (e.g., workflow reviews) when appropriate.
• Facilitate referral, testimonial, and marketing outreach activities across your portfolio.
• Collaborate with internal teams to share insights and enhance scalable processes.
• Maintain accurate and up-to-date client records in Salesforce and other internal systems.

Who You Are:

• Naturally curious and eager to learn about client needs and product solutions.
• Comfortable working in a fast-paced, high-volume environment where automation and scale are key.
• A strong communicator and relationship builder who enjoys helping others succeed.
• Organized, proactive, and excited to grow your client success career in SaaS or FinTech.

Qualifications:

• 2+ years of professional experience in a client-facing role or demonstrated transferable skills.
• Strong analytical skills to interpret client data and develop actionable insights.
• Excellent written and verbal communication, time management, and organizational skills.

Preferred Experience:

• 1+ years in a FinTech or SaaS environment.
• Familiarity with the construction industry, commercial real estate, or homebuilder finance

Why Join Us?

• Be part of a mission-driven, collaborative Client Success team.
• Gain hands-on experience with client engagement, product adoption, and lifecycle management.
• Learn and grow within a company that values scalable success and career development.
• Competitive compensation and benefits in a fast-growing company.

Built’s salary range for this position is $65,000 - 75,000 USD per year. The pay range is designed to accommodate upward mobility in the role, therefore it encompasses the full span of proficiency levels for this role and we believe that the midpoint of the range is competitive in the market. Salary is just one component of Built’s total compensation package for employees. Your total rewards package at Built will include equity, top-notch medical, dental and vision coverage, an unlimited PTO policy, and other benefits.

The rare opportunity to radically disrupt an industry

Competitive benefits including: uncapped vacation, health, dental & vision insurance, and 401k

Robust compensation package including base salary and equity

Flexible working hours, paid family leave, ERGs & Mentorship opportunities

Learning grant program to support ongoing professional development